Lead Blacklane's airport services, ensuring seamless experiences for VIP clients. Manage a team of Greeters, build relationships with airline representatives, and oversee pickup services.
Responsibilities
Manage a team offering premium concierge service
Serve as the main point of contact for VIP clients
Assist chauffeurs and clients to connect
Document and relay issues and opportunities
Manage oversight of the Greeter team
Ensure service meets and exceeds expectations
Conduct quality audits and resolve operational issues
Be an ambassador for Blacklane with local supply partners
Meet with VIP client representatives
Travel to assigned Airport Stations for meetings
Assist in sourcing and hiring staff
Own the scheduling and staffing of assigned stations
Hold regular 1:1s with direct reports
Partner with internal and external partners
Align efforts with business objectives
Act as subject matter expert and recommend process optimizations
Requirements
4+ years in customer service or operations, preferably in luxury, hospitality, or premium services
Experience managing site operations and staffing
Proven ability to lead concierge or hospitality teams
Exceptional interpersonal and communication skills