AirSprint Flight Coordination Centre

Personal Flight Concierge

JOB POSTING | November 2021


Position:
Personal Flight Concierge
Reporting to: Owner Services Manager
Location: Calgary, Alberta

A passion for aviation and for 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 the personal and professional lives of successful Canadians. We do this with values of "Safety, Service, People, Integrity, Humility, 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 turnkey service and increased flexibility, all at a fraction of the cost, and personalized for their individual needs.

Salary:

$50,000 - $60,000 CAD per year

Scope and responsibilities:

The Personal Flight Concierge (PFC) works within the Integrated Operations Control Centre (IOCC) team. The PFC is administratively and operationally managed by the Owner Services Manager (OSM). During a shift assignment, the PFC collaborates directly with the Duty Manager (DM) and liaises directly with the Owner’s preferred communication focal, whether that be the Owner (O) directly or their Personal Assistant (PA) / Executive Assistant (EA). The primary focus of the PFC is to predictively and proactively raise the Owner’s trip requests, ensuring these bookings are accurate, customized, and communicated.

Once a trip becomes active, the secondary focus is to monitor, communicate, and respond to the Owner’s needs. The collective focus is to provide exceptional customer service; therefore, there is an element of quality control within this role.

For more information, please refer to the IOCC Career Guide.

Specific responsibilities

  • Fully embrace and follow AirSprint’s vision, mission, and values
  • Adhere to AirSprint’s code of conduct
  • Adhere to applicable regulations & standards, both external & internal
  • Be aware of the Personal Flight Concierge (PFC) role within AirSprint’s Safety Management System (SMS) and AirSprint Service Quality (ASQ) program, including how hazards are identified, reported, and mitigated
  • Be part of the collective achievement of AirSprint’s Safety Performance Indicators (SPIs)
  • Be part of the collective achievement of the Owner Services objectives, metrics, and published Key Performance Indicators (KPIs), including KPIs of availability, on-time, client satisfaction, service reliability, and Owner engagement
  • Contribute to a positive company culture and work environment
  • Provide polite and professional interaction, both external & internal
  • Responsibility as outlined in the company Emergency Response Plan (ERP)
  • Handle all restricted and confidential Owner information with utmost, informational security
  • With professionalism and with conformance to business etiquette, be an ambassador of customer service
  • Proactively gather the Owner’s travel needs, logically assemble the trip details, and accurately load the trip request (flight details) into the flight scheduling software
  • Accurate, solution based, timely processing of Owner communications, via various, owner preferred mediums (i.e. phone, email, apps, etc.), in accordance with business writing etiquette and standards
  • Follow the Owner Services Communication Plan (CP), which is centralized around Salesforce
  • Per Owner’s request, follow quote - arrangement - communication process for ground logistics (i.e. catering, transportation, expediting of unaccompanied goods, passenger mobility aids, etc.)
  • Per Owner’s request, coordinate any in-flight requests (i.e. cabin service attendant, level of cabin service, cabin configurations, special commissary, or any other service add-ons); following the quote - arrangement - communication process
  • For Owner requests that are beyond the regular service level defined in the Owner’s contract, provide the billable cost details to accounting
  • Submitting ‘Owner Profile Change Requests’ within salesforce for new information, errors, or discrepancies
  • After DM quality control review for correctness and presentation, issuance of the trip itinerary to the Owner
  • Provide all operational revisions to the DM for approval
  • Communicate all non-operational adjustments for same day/next day Flights to FS
  • Conduct three-day out, quality control checks to ensure accuracy of trip package information
  • Conduct one-day out, quality control checks to confirm ground logistics will be ready & correct (i.e. catering, transportation, expediting of unaccompanied goods, passenger mobility aids, etc.)
  • Conduct one-day out, quality control checks to confirm in-flight requests will be ready & correct (i.e. cabin service attendant, level of cabin service, cabin configurations, special commissary, or any other service add-ons)
  • In coordination with the Duty Manager (DM), complete day-of-flight, quality checks to ensure the Owner’s ground logistics and the Owner’s in-flight requests are on time and correct 

Position Specification

  • While on shift, maintain a proactive, situational awareness of an Owner’s needs while they are on a trip
  • Expeditiously informing Owners of delays, service difficulties and/or irregularities to clients; providing clear options / solutions as developed by the IOCC team
  • When directed by the OSM, meeting in person with Owners
  • Participating inactive communications between the IOCC “Green”and “Blue”Teams
  • Ensure AirSprint’s Fractional Owners are provided exceptional customer service on every interaction
  • Contribute to maintaining a secure and robust Owner profile database within salesforce
  • Assist the OSM with ensuring a coordinated, superb, transitional experience for new Owners
  • Assist the OSM with maximizing and leveraging the use of salesforce as a customer interface
  • Assist the OSM with providing continuous interaction with Owners, tailored to the Owner’s style, to build a trusting and responsive relationship
  • Assist the OSM with customer demand engagement, proactively and predicatively injecting future demand into the IOCC
  • Other responsibilities and duties as assigned by the OSM

Key Criteria:

Given that this role, just like the aircrew, is a direct-contact representative of AirSprint into its Ownership, it is essential that the employee is diplomatic, charismatic, and is altruistic in providing service. In addition, the following education, competencies, experience, and personal characteristics are required.

Qualifications:

Education

  • High school graduation, or equivalent
  • Post-secondary education in Customer Service or Public Relations
  • Demonstrated and validated customer service industry experience which meets critical competencies below, may be substituted for the post-secondary education requirement
  • Business writing course (may be done as an assignment for condition of hiring)
  • Business etiquette course, inclusive of verbal & written communication etiquette (may be done as an assignment for condition of hiring)

Critical Competencies

  • English Language Proficiency, oral & written, 4+
  • French Language Proficiency, oral & written, 3+an asset yet not required (if less than 3+, written communication to be conducted in English)
  • Skilled in people relationships
  • Skilled in customer service principles and practices
  • Skilled in business communications
  • Skilled in customer service software, databases, and tools
  • Knowledgeable in policies, regulations, standards, and procedures for customer services, within the functions of Owner Services
  • Knowledgeable in AirSprint’s codes, values, standards, and procedures, within the functions of Owner Services
  • Knowledgeable in AirSprint’s operating certificates and specifications, as they pertain to customer service delivery capability, inclusive of environmental variables influencing service delivery
  • Knowledgeable in AirSprint’s Sales & Marketing programs
  • Successful background check for safety& security sensitive position
  • Harmony of individual’s Predictive Index (PI) with role’s PI

Experience

  • Educational requirement, or minimum one (1) year of relevant customer service experience
  • Previous aviation experience considered an asset, but not required
  • Experience with systems, processes, and tools used in customer service excellence
  • Demonstrated customer service excellence
  • Experience with MS Windows & MS Office required, may be via schooling or personal use
  • Experience with Salesforce an asset

 Benefits

  • Casual dress
  • Dental care
  • Employee assistance program
  • Extended health care
  • On-site parking
  • Paid time off
  • RRSP match
  • Vision care

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Interested applicants should submit a resume by email only. Thank you for your interest, only those selected for an interview will be contacted.

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