Experience Standards & Quality Manager - Aspen

RESPONSIBILITES

• Team Leadership & Seasonal Management
• Responsible for the end-to-end recruitment, hiring, and onboarding of seasonal workers to support high-season operations.
• Lead and train seasonal staff to ensure they meet Aero’s service standards.
• Manage daily performance and scheduling for the seasonal team to ensure seamless guest support.
Airport Operations & Partnership Management
• Serve as the primary point of contact between Aero and airport handlers, security companies, and airport staff.
• Coordinate catering for selected flights, including placing orders with our local partner and managing the pickup and delivery to the aircraft.
• Manage key base-level vendor relationships, including ground transportation and catering partners.
• Partner with the Director of Experience Design & Development on vendor contract renewals and service scope changes affecting your region.
• Collaborate with Finance to manage per-guest budgets and inventory in your region.
Guest Experience & "Lounge" Stewardship
• Be on-site for all scheduled and charter Aero flights at ASE and occasionally RIL to act as the primary contact for guests.
• Ensure guests feel the Aero brand promise in ASE despite the lack of a dedicated physical lounge at the FBO.
• Maintain "lounge" standards regarding cleanliness, visual presentation, and guest flow within partner FBOs.
• Act as a high-touch ambassador, building relationships with frequent guests and managing real-time service recovery.
Quality Assurance & Feedback
• Conduct experience quality audits and jet walk-throughs to ensure the fleet meets Aero standards.
• Identify service gaps and translate guest feedback into tangible improvements for service flow or amenities.
• Provide real-time decision-making support during irregular operations or flight disruptions.
Additional Benefits: 
• Annual ski pass.

REQUIREMENTS

• Must successfully complete and maintain GSC accreditation
• Strong understanding of luxury hospitality
• Excellent communication skills, both written and oral. 
• A passion for service, and proven ability to lead and inspire teams to always be better, as well as collaborate with diverse stakeholders, including government representatives. 
• Comfortable in a startup environment; exhibiting a bias for continual improvement, and comfort in a fast-paced environment. 
• Must have a flexible work schedule, be willing to work outside of 9-5 hours including nights, split shifts, weekends and holidays, and be comfortable with last minute/regular changes.
• Must be able to work on your feet for at least 8 hours. Ability to move, pull, carry or lift up to 100lb. (luggage, carts, etc.). Occasionally kneel, bend, carry and assist around the aircraft. 
• Must be tech savvy and proficient with Google Suite, Microsoft Office, Slack, Leon, Darwin.
• Must live within 40 minutes of Aspen airport.