Experience Standards & Quality Manager - Los Cabos

RESPONSIBILITIES

• Airport Operations & Partnership Management
• Serve as the primary point of contact between Aero and airport handlers, security companies, and airport staff in Mexico.
• 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 SJD and occasionally CSL to act as the primary contact for guests.
• Ensure guests feel the Aero brand promise in SJD and CSL 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.

REQUIREMENTS

• Must successfully complete and maintain GSC accreditation
• Must act as Aero’s authorized representative in Mexico for security sensitive functions
• Strong understanding of luxury hospitalityExcellent communication skills, both written and oral. 
• Native English Speaker
• Must have access to a vehicle and be able to drive between Cabo San Lucas and San Jose del Cabo 
• 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 SJD/CSL airports.