Client Service Concierge Manager at Clay Lacy Aviation in Van Nuys, California

Job Description:

About Clay Lacy Aviation
Founded in 1968 by an aviation legend, Clay Lacy Aviation is the world’s most experienced operator of private jets, with one of the most diverse fleets of charter and managed aircraft available. The company provides a comprehensive set of aviation services including aircraft management, charter, sales, acquisitions, FBO, maintenance, avionics, interiors and aerial cinematography. It’s also an authorized service center for the Embraer Phenom 100 and 300. Clay Lacy Aviation operates two full-service private jet facilities at Van Nuys Airport in Los Angeles and Seattle’s Boeing Field, with regional offices and aircraft operations based at 10 additional U.S. cities. Its experienced team is globally recognized for providing aircraft owners and jet travelers unequaled safety, service, and value. For more information, visit www.claylacy.com.

Clay Lacy Aviation, is seeking a strong and highly experienced Concierge Manager for our full-service FBO at Van Nuys airport and future FBO network (KVNY). If you are goal-oriented, dedicated, proactive, and enjoy a customer-centric culture, we would be delighted to get to know you.   

Position Summary

The ideal candidate would provide exceptional customer service to all Clay Lacy guests. The Client Services Concierge Manager would be responsible for training the entire Concierge team to help create a positive team environment that raises the level of safety, service, and value for our customers and employees. This person will be upholding certain relationships with our fellow managed crew members and transient crew all while promoting the Clay Lacy Aviation vision, mission, and values.

Responsibilities

• Ability to work interdepartmentally as necessary while finding ways to improve communication and processes.


• Establish a culture that fosters customer loyalty by practicing and teaching increased employee engagement.


• Continually develop and improve capabilities and processes through regular customer feedback.


• Ensure training and development of employees to improve work performance and maximize employee potential.


• Manage Client Services Concierge on all duties related to customer services; communicate work procedures and company policies to staff.


• Create new opportunities by developing relationships with customers, employees, and tenants.


• Regularly interact with customers and tenants to promote the FBO and ensure a high level of customer satisfaction.


• Plan, prepare and devise work schedules.


• Ability to Identify problems and resolve them in a timely manner.


• Successfully lead a team of Client Services Concierge


• Perform leadership functions such as annual reviews, hiring decisions, and managing


• Keep all training manuals and SOPs current.


• Perform all tasks of a Client Services Concierge


• Interpret and communicate work procedures and company policies to staff.


• Continually improve the guest experience with new creative ideas.


• Successfully maintain all related expenses within the yearly budget

Education

High school diploma and 3-5 years of customer service experience required.

Experience

5-7 years of experience in client relations in aviation and/or a Luxury Hotel.

Skills and Abilities

• Must be available to work flexible hours.


• Must be able to direct a team of employees.


• Strong decision-making skills


• Strong communication skills


• Strong planning and organization skills


• The ability to maintain calm under pressure.


• 
  Time Management -- Managing one's own time and the time of others.


• 
  Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.


• 
  Service Orientation -- Actively looking for ways to help people.
  


• 
  Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do.


• Strong computer literacy in order to type up reports, results, and details of customer interaction.


• Ability to translate your skills to other employees through training and mentoring.


• Must have a valid C Class Driver’s license with a clean driving record (minimum of two years)


• Air Elite Training completion


• MVOP license


• NATA Training completion


• Other responsibilities as requested or assigned.


• Must be able to lift a minimum of 50 pounds


• Able to stand for long periods of time


• Must be able to pass drug screening and background checks. 
  

Benefits

Clay Lacy Aviation offers an excellent benefits package including medical, dental, vision, matching 401(K), and more to employees in full-time positions. 

Equal Opportunity Employer

In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

All applicants must submit to a pre-employment drug screen and background check.

About Clay Lacy Aviation

Founded in 1968 by an aviation legend, Clay Lacy Aviation is the world’s most experienced operator of private jets, with one of the most diverse fleets of charter and managed aircraft available. The company provides a comprehensive set of aviation services including aircraft management, charter, sales, acquisitions, FBO, maintenance, avionics, interiors, and aerial cinematography. It’s also an authorized service center for the Embraer Phenom 100 and 300. Clay Lacy Aviation operates two full-service private jet facilities at Van Nuys Airport in Los Angeles and Seattle’s Boeing Field, with regional offices and aircraft operations based in 10 additional U.S. cities. Its experienced team is globally recognized for providing aircraft owners and jet travelers unequaled safety, service, and value. For more information, visit www.claylacy.com.