Summary

Reporting to the Vice President of Flight Operations and Service and working alongside the Flight Support Team, the Guest Experience Manager ensures strong customer-relationships are established and maintained. From initial Guest on-boardings and regular account check-ins, to ensuring the on-board experience is amazing and memorable; Guest Experience is another vital part of creating amazing. Imperfect experiences are also handled by Guest Experience by utilizing our Case Management system. When trips arrive to or depart from the Magellan Jets’ Private Terminal in Bedford, MA, the Guest Experience Manager(s) reports to that facility to prepare the aircraft and greet our Guests in person.

Duties and Responsibilities

• Guest on-boarding (In person, video & phone Calls)
  • Coordinate gift box sending at on-boarding and each renewal
  • Maintain and improve the Profile-building process
• Contribute to Guest renewals and reorders through a Renewal Package process built by the position
• Case capture, resolution, and communication
  • Phone-first communication immediately upon receipt of negative survey or case report
  • Investigate issues with Director of Quality & Standards, Director of Flight Support, Director of Sourcing and any other department manager applicable to the issue
• Have routine Case Management Meeting(s)
• Maintain Account Health and Trip Perfection statistics
  • Draft plans for technological enhancements
• Identify and communicate (to the Private Aviation Consultant) opportunities for current charter Guests to become Members or Jet Card Owners
• Make recommendations to Jet Card Owners and Members to utilize aircraft available to them that would enhance their experience and better match the mission
• Provide future program recommendations internally based on Guest feedback
• Establish, measure, and track Account milestones (Hours flown, legs flown, etc)
• Schedule quarterly/semi-annual Account reviews with Guest & Private Aviation Consultant
• Meet and greet customers departing from and arriving to Bedford
  • Report to Bedford when there is customer-activity at the Terminal
    • 7 days a week unless department capacity does not allow
• Implement processes and procedures at the Bedford Private Terminal, including:
  • How to create consistent on-board experiences for all flights departing from Bedford
  • Dress code for meet and greets
  • Magellan branded swag inventory
• Assist in Flight Support tasks as required
• Guest Experience (GEX) Managers will all be cross-trained on Flight Support roles

Skills and Education

• 1-3 years of a proven track record of excellent customer service experience required.
• At least 1 year in a flight support or comparable position.
• Experience working in a hotel or for a luxury brand preferred.
• Bachelor’s Degree in a hospitality-related field.
• Bachelor’s degree in aviation or service-related fields
• 5-Diamond Customer Service Experience or Pilot/Dispatch License
• Meticulous attention to detail to ensure every aspect of the trip is perfectly coordinated.
• Ability to multi-task a wide range of responsibilities