JOB POSTING | COMING SUMMER 2023
Position: Personal Flight Concierge
Reporting to: Owner Services Manager
Location: Toronto, Ontario (CYYZ)
A passion for aviation and providing exceptional service formed the foundation of AirSprint's introduction of Fractional Jet Ownership to Canada in 2000. Today, each of our dedicated staff is passionate about delivering a private aviation experience that positively contributes to successful Canadians' personal and professional lives. We do this with values of "Safety, Service, People, Integrity, Humility, and Community."
AirSprint's mission is to provide successful Canadians with a better choice for optimizing their time by enhancing the private jet ownership experience with industry-leading safety standards, exceptional turn-key service, and increased flexibility, all at a fraction of the cost personalized for their individual needs.
The Big Picture:
Have your career take off with us! As a Personal Flight Concierge with our Owner Services team, you are dedicated to providing outstanding customer service through proactively raising Owners’ trip requests, and ensuring these bookings are accurate, customized, and communicated. Once a trip becomes active, the focus of this role shifts to monitoring, communicating, and responding to client needs.
Our team of Personal Flight Concierges enthusiastically demonstrate AirSprint’s corporate values in everything they do. With a passion for aviation and a professional, customer service-centric attitude, strong skills like communication, organization, a high attention to detail, and the ability to listen actively enables our team to build professional relationships and gain a robust understanding of Owners’ preferences. The Personal Flight Concierge role is essential in enabling our team to go above and beyond, working collaboratively to create exceptional, tailored customer experiences to all of our Owners each time they fly with us.
In this role you will:
- Be the face of AirSprint to Toronto departure and arrival clients. Offer high end customer service to all clients, employees and AirSprint partners.
- Greet all arriving and departing guests (Owners by name)
- Ensure guest comfort during delays and IROPs through YYZ
- Accurately respond to client travel needs, ensuring all trip details and preferences are communicated and loaded into the flight scheduling software.
- At times, coordinate client drop offs for face time in liaison with Calgary initiatives
- Arrange preferences for flights, as required, in conjunction with YYZ OST team
- Maintain Kids program at SkyService FBO
- Proactively arrange Owners’ requests for ground logistics, such as catering, transportation, expediting of unaccompanied goods, passenger mobility aids, etc.
- Proactively arrange Owners’ in-flight requests, such as cabin service attendant, level of cabin service, cabin configurations, special commissary, or any other service add-ons and special requests.
- Provide exceptional customer service to AirSprint’s high-end clientele; building strong, professional relationships in order to better anticipate and understand our Owners’ needs.
- Conduct quality control checks for ground logistics, in-flight requests, and trip details
To be successful in this role, you will have:
- A minimum of 1 year of customer service experience in the hospitality/tourism or travel industry including experience working with high-end, VIP clientele.
- Post-secondary education in Travel, Hospitality, Public Relations or a related field.
- Customer Service Excellence – Exceptional service style, genuine and friendly demeanor, and a drive for service excellence
- Excellent written and oral communication skills
- Proficiency using MS Office including Word, Excel and Outlook
Bonus points if you have:
- Written and Oral Proficiency in French
- Experience in the aviation industry
You’ll fit right in if you:
- Are passionate about providing exceptional customer service
- Communicate effectively, both verbally and in writing
- Are a stickler for quality in everything you do
- Focus on getting things right, down to the last detail
- Communicate effectively, both verbally and in writing
- Highly organized with strong multi-tasking and time-management skills.
- Act with integrity and honesty and can maintain confidentiality with sensitive information
- Have great judgement and decision-making skills
- Are a collaborative team player, willing to share ideas and pitch in wherever you’re needed.
We think you’ll like working with us because:
- We care about your health and well-being and offer an employee assistance program, extended health care benefits, dental and vision benefits, and paid time off.
- We value your contribution to our success and provide a competitive salary and an RRSP matching program.
- We have a great team, and we work hard together toward common goals and with a passion for excellence.
- We offer family and friends flight benefits.
- We respect, honour, and celebrate the diversity of our employees as we know our differences make us better. Our core values of Community and People mean we’re focused on equity, diversity, inclusion, anti-racism, and reconciliation.
Position officially opens in Summer 2023.