Guest Services Concierge (NJUS)
Company: Executive Jet Management, Inc.
Location: White Plains
Posted on: May 31, 2021
Purpose of Position
The Guest Services Concierge is onsite for Owners and crew at an
EJM/NetJets exclusive use facility. The Guest Services Concierge
ensures seamless customer service by proactively engaging in
activity with the airport, FBO, caterers, ground and other service
providers. The Guest Services Concierge is responsible for
developing Owner loyalty by nurturing Owner relationships and
providing personalized service through knowledge, proactive service
and anticipation of needs.
Tasks and Responsibilities
- Manages personal schedule based upon defined variables (i.e.
prioritizing flight activity, levels of flight, departures vs
arrivals, surrounding airport activity) and meeting weekly target
metrics. Proactively resolves all issues that would otherwise cause
service interruptions, keeping appropriate departments in
communication loop. Responsible for the daily maintenance of the
lounges established at the location. Controls high priced stock
items to ensure that items are properly tracked and used by crews
to keep costs down and to make items more readily available for
owner needs. Maintain Commissary stock by monitoring quantities and
placing orders with CMH as needed. Facilitate the cleaning of
linens and available quantities.
- Using critical thinking skills, develops local site operating
practices and procedures necessary due to any unique developments
at their locale (i.e. alternate departure times or airport
arrangements) without a service interruption.
- Works with crew and Owner Services to minimize communication
confusion and diffuse situations immediately. Shows empathy,
assertiveness, great diplomacy and confidence in all situations.
Models core operating principles at all times. Acts as the Owner
Advocate during operational and weather delays. Proactive at
problem solving with catering, ground transportation, maintenance
delays to provide Owners with flawless service. Develop Owner
relationships by meeting inbound and outbound Owners and arranging
for any special requirements including hosting awaiting family or
- Works with local 3rd party vendors to ensure expectations are
being met, while maintaining a professional and diplomatic
demeanor. Provides the FBO and area vendors with advance notice of
peak flight activity and daily reports on forecasted flight
departure and arrival information so that the vendors can be
sufficiently prepared to effectively manage NetJets' flights.
- Travels for Special Events, high flight volume days, training
and development and works with Marketing and Sales for Static
events. Provides Sales and Marketing departments with knowledge of
area facilities, prospects and Owners, to encourage new business
Associate's in Hospitality or Aviation
Certifications and Licenses
Years of Experience
2-4 years of experience
Strives for Positive Results
Knowledge, Skills, Abilities and Other (KSAOs)
- Minimum of 2 years high end Hospitality customer service
- Aviation knowledge
- Polished demeanor
- Excellent verbal and written communication skills
- Solid command of hospitality service to include, at minimum,
proper command of language, proper introductions, table settings
and basic wine and beverage service.
- Able to work independently within operational guidelines
- Able to handle stressful situations and be sensitive to
- Self-starter, diplomatic, and an effective problem solver, with
high self-confidence and an outgoing personality.
- Flexible schedule, including holidays and weekends
Keywords: Executive Jet Management, Inc., White Plains , Guest Services Concierge (NJUS), Other , White Plains, New York
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