Duties and Responsibilities: Resolve promptly all service issues with both a sense of urgency and frequent communication with client(s) impacted. Regularly interact with customers and use customer feedback to constantly develop and improve capabilities and processes resulting in a 5 Star Customer Experience. Responsible for maintaining the relationships with the Aircraft Owners of the base fleet and communicate/coordinate when needed on all revenue opportunities Investigate and resolve all SIOs related to Base Clients & Owners; work with Base & NOC on any identified Process Improvement(s). Focus on Jet Card hours to budget and Inactive Jet Card clients working with Base President, Base Concierge Team & NOC Mgmt. to ensure Client Base stays active & engaged. Serve as direct leader of concierge at Base location and collaborate with VP of Client Experience with goal of delivering 5 star service. Perform leadership functions such as conducting annual reviews, assisting in hiring decisions, and managing performance of direct reports which include mentoring and skill development. Facilitate training, coaching, counseling to improve work performance and maximize employee potential. Ensure proper staffing levels are maintained based on 24/7/365 service; including on-call rotation and Meet & Greets for all owner/client departures and arrivals. Establish and maintain a culture that promotes customer loyalty by creating an environment of increased employee engagement. Assist Base President as needed with business development, P&L review, and Base strategic plan Either directly or on behalf of Base President oversight on approval of trip concessions. Ensure compliance with Corporate fiscal policies and directives including monthly review and approval of expenses, timely accurate customer invoicing and collection of AR. Through collaboration with NOC, plan and coordinate meetings, events, conferences as needed onsite or offsite in local city. Monitor / Achieve monthly performance metrics and all service level expectations per company KPI’s. Maintain quality service by establishing and enforcing organization standards and upholding Company policies & procedures. Perform facility management as needed and acts as company liaison in matters related to the airport community. Other duties as assigned. Knowledge, Skills & Abilities: Ability to work independently & flexible, non-standard hours. Excellent sense of urgency and desire to achieve results. Thrive in an environment with strong operating principles and client centric culture. Strong ability to prioritize and work on multiple projects at once. Excellent professional written and interpersonal communication skills. Ability to effectively interact with all levels of the Company and its customers. Strong attention to detail, organizational and time management skills. Ability to maintain the confidentiality of sensitive information. Self-motivated and excellent problem-solving ability. Understand, monitor and use company reporting tools. Ability to take direction from multiple sources. Ability to work with frequent changes in procedures, directions and outcomes. Maintain relative industry news and knowledge. Education and Work Experience: BS/BA or equivalent work experience required. 5+ years management experience required. P&L management and budgeting experience required. 5+ years of aviation concierge service experience preferred. Physical Requirements: Majority of work is completed in a normal office work environment. Operate office equipment such as telephone, computer, printer, fax, postage meter, etc. Move up to 25 pounds on an infrequent basis. Access filing cabinets, drawers and shelves of varying heights. Travel to various locations within community, state and country.