Owner Concierge at Flexjet in Cleveland, OH, United States

Job description

• Flexjet is seeking a highly polished and service-focused professional to join our Owner Services team as an Owner Concierge. As the primary point of contact for a portfolio of Flexjet Owners, this role is responsible for delivering a seamless, white-glove experience from booking through post-trip follow-up. From complex trip coordination to personalized service touches, the Owner Concierge ensures each journey reflects the excellence and attention to detail that defines the Flexjet brand.
• This role requires a sophisticated understanding of luxury service, exceptional attention to detail, and the ability to anticipate and fulfill the unique needs of our high-net-worth clientele. As Flexjet continues to evolve as a full lifestyle brand, our Owner Concierge plays a critical role in curating elevated, seamless journeys in the air and beyond.

Responsibilities

• Serve as the dedicated point of contact for Flexjet Owners, providing personalized, concierge-level service throughout their journey.
• Oversee end-to-end trip coordination, including itinerary planning, real-time updates, and day-of execution, ensuring every detail aligns with Owner preferences.
• Manage and resolve last-minute changes, delays, and service disruptions with discretion, urgency, and professionalism.
• Maintain detailed and up-to-date Owner profiles, ensuring all preferences, service history, and special considerations are meticulously documented.
• Deliver proactive, high-touch communication and real-time updates to instill confidence and peace of mind.
• Conduct pre-trip quality assurance checks to uphold Flexjet’s white-glove standards.
• Collaborate with Sales, Operations, and Flight Control teams to ensure seamless service delivery and cohesive Owner experience.
• Lead the Owner journey from initial booking through billing, including both domestic and international travel, with a commitment to excellence at every stage.
• Act as the internal expert on assigned Owners, serving as the primary resource for preferences, travel patterns, and service nuances.
• Review and approve catering and special requests, curating onboard experiences that exceed expectations.
• Deliver intentional surprise-and-delight moments that elevate the Owner experience and reflect Flexjet’s luxury service ethos.
• Partner with Sales leadership on tours, retention strategies, and relationship management for high-value clients.
• Perform additional duties and responsibilities as assigned in support of Flexjet’s mission of service excellence.

Requirements

• Impeccable communication skills with a polished, service-forward approach.
• Strong attention to detail, with the ability to anticipate needs and multitask in a fast-paced, high-touch environment.
• Composed, solutions-driven, and professional under pressure.
• Prior experience serving VIP or high-net-worth clients within luxury travel, hospitality, or private aviation.
• Highly collaborative and adaptable, with a team-first mindset.
• Associate’s degree (A.A.) or equivalent experience in luxury hospitality, aviation, or high-end client services required, advanced education or certifications in business or service management a plus.
• 2-4 years of experience in private aviation, luxury hospitality, or concierge-level client service, with a strong focus on team management and operational excellence.
• Proven track record of delivering personalized service and building trusted relationships with high-net-worth clients.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) with working knowledge of high-end CRM systems and client experience platforms.

Skills

Required

• Impeccable communication skills
• Polished, service-forward approach
• Strong attention to detail
• Ability to anticipate needs
• Multitasking
• Highly collaborative and adaptable
• Team-first mindset
• High-end CRM systems
• Client experience platforms