Corporate Aviation Concierge

Qualifications

GENERAL SUMMARY

Under general direction of the Corporate Aviation Manager, provides high-end concierge services to private jet owners and corporate aviation passengers. Fosters relationships with clients and industry personnel to drive new business and promote goodwill. Coordinates and facilitates various customer service activities, including catering, ground transportation, aircraft services, and customer invoicing.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Provides first-line concierge services to passengers, pilots and staff, ensuring their needs are met.
• Assists passengers, pilots and staff with information and requests, including, but not limited to, airline and gate locations, personal services, airport parking, lodging, dining, off-airport transportation, and any other special service items or requests as required.
• Fosters and maintains client relationships between visits to promote goodwill and drive additional business.
• Maintains database of customers and potential customers to include travel preferences, hotel/car rental membership program information and other client information.
• Develops and maintains relationships with key industry personnel, including, but not limited to, executive administrative hotel and limousine representatives, tourism/attraction venues (i.e. Cowboy Stadium and Ballpark) and pilot training representatives.
• Serves as front office receptionist, greeting passengers, pilots and staff.
• Resolves customer complaints to customer's satisfaction.
• Responds to guest assistance calls and requests.
• Assists with needs for VIPs and Airport Board officials.
• Communicates frequently with personnel from contractors, tenants, airlines, agencies and the public.
• Collects landing fees and other airport charges and documents transactions.
• Routinely maintains promotional items and overall Corporate Aviation amenities.
• Keeps work area clean and ensures facility is stocked with needed supplies.
• Monitors environmental spills, containment, and cleanup; reports discrepancies and follows up as required.
• Oversees and operates a vehicle with up to 10-passenger capacity, providing non scheduled service from Corporate Aviation Facility to terminals, and other approved locations.
• Maintains facility in a safe and secure manner, including escorting personnel when required.
• Assists disabled guests by arranging special transportation as required.
• Observes any environmental issues; notifies the Airport Operations Center and/or Environmental Affairs of any observations that may have potential environmental impact.
• Checks and responds to emails, in a timely manner, sent to the official Corporate Aviation email account.

MINIMUM REQUIREMENTS

• Completion of high school curriculum or equivalent.
• One (1) year of Corporate Aviation experience.
• Three (3) years' experience in customer service/sales position delivering first class service to corporate and high-end clientele.
• Any equivalent combination of education and/or experience may be substituted for the above on a year-for-year basis.
• Possession of a class C driver's license.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• General knowledge of aviation, aircraft performance and logistics.
• Proficient in English.
• Excellent verbal and written communication skills; excellent phone demeanor.
• Demonstrated customer service, organization, presentation and administrative skills.
• Self - starter.
• Detail oriented.
• Ability to understand and follow oral and written instructions.
• Ability to prepare and maintain routine records and reports.
• Ability to perform basic mathematical calculations such as addition, subtraction and multiplication.
• Ability to communicate clearly over two-way radio.
• Ability to maintain effective working relationships and deal with stressful situations and difficult public relations issues with the utmost tact and politeness.
• Ability to react calmly, quickly, and logically in emergency and high stress situations;
• Ability to work hours in excess of normal shift during emergencies.
• Ability to utilize resources in researching and locating certain catering or specialty items.

DESIRABLE

• B.S./B.A. Aviation related degree is preferred, but not required.
• Ability to speak a second language, in addition to English.
• Experience with Fixed Based Operator (FBO) Manager software.

SPECIAL REQUIREMENTS

• Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et al., and DFW Airport's Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.
• Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal.
• This is a designated safety sensitive position as defined in DFW Airport's Drug and Alcohol Administrative Policy and Procedure. Applicants selected for this position will be required to pass a drug test prior to employment and to submit to drug screening on a random basis during the length of their employment in the safety sensitive position.

EFFORT

• Works in and around Corporate Aviation facility and Airport terminals.
• Uses keyboard devises and computer monitors.
• Exchanges information in person, by phone, in writing, and by two-way radio.
• Uses reasoning in problem solving and analysis.
• Performs basic mathematical calculations.
• Drives to locations on and off Airport property.