VIP Guest Relations

Role overview Own relationships and trip coordination for a portfolio of high-value travel members and guests, providing proactive, personalized support from booking through arrival. You’ll balance portfolio care with incoming service requests, flight coverage, and escalation support for the wider concierge team. The position calls for sound judgment and steady communication, especially when travel plans change unexpectedly.

Responsibilities - Serve as the named contact for assigned guests and the assistants or bookers arranging their travel; maintain accurate profiles of preferences, travel patterns, and past service issues. - Review upcoming itineraries, identify potential disruptions, and contact guests with solutions before problems arise. - Coordinate ground transportation, airport handling, catering, special requests, and flight documentation with internal teams and airport partners. - Manage complex reservations, itinerary changes, exchanges, refunds, fare rules, and booking time limits; resolve or escalate reservation-system issues. - Support the concierge team during busy periods by triaging work, sharing system knowledge, and helping maintain service standards. - Track portfolio activity and outcomes, including retention, spend, service recovery, and outreach; identify suitable membership opportunities for referral.

Requirements - Six years of guest- or client-facing experience in luxury hospitality, aviation, or premium travel. - At least one year of hands-on GDS experience, including PNR changes, exchanges, refunds, and fare rules. - Practical experience with Darwin or an equivalent airline reservations system, including complex itinerary changes and fare calculations. - Experience managing ongoing relationships with named clients or members. - Proficiency with Zendesk, Salesforce, or a comparable ticketing platform. - Availability for weekend and holiday shifts aligned with Los Angeles, New York, or Central time.

Nice to have - Aviation experience.

Benefits and work setup Fully remote. Weekend and holiday work is part of the schedule. Listed pay range is $75,000–$80,000. Benefits include paid time off, accrued sick leave, bereavement and holiday pay, medical, dental, vision, life and disability coverage, a 401(k), and dependent-care and health flexible spending accounts.