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Title:  Service Representative (NJUS)

Company:  NetJets Services, Inc.
Area of Interest:  Owner Services
Location: 

San Francisco, CA, US, 94128

Req ID:  2242

Purpose of Position

The Service Representative is NetJets’  presence onsite for Owners and crew at the top volume airports and meets arriving and departing flights, ensuring all requested items (catering, ground transportation) are perfect for each flight. The Service Representative ensures seamless customer service by proactively engaging in activity with the airport, FBO, caterers, ground and other service providers.  The Service Representative is responsible for developing Owner loyalty by nurturing Owner relationships and providing personalized service through knowledge, proactive service and anticipation of needs.  This includes but is not limited to assuring Owners are comfortable during flight delays by serving beverages and/or their catering, keeping Owners informed of all information provided by our home office during flight delays, personalizing the travel experience by gifting according to company guidelines and aligning to nature of travel and being the onsite Owner advocate.

Tasks and Responsibilities

  • Manages work schedule based upon defined variables (i.e. prioritizing flight activity, levels of flight, departures vs arrivals, surrounding airport activity) and meeting weekly target metrics. Proactively resolves all issues that would otherwise cause service interruptions, keeping appropriate departments in communication loop.
  • Using critical thinking skills, develops local site operating practices and procedures necessary due to any unique developments at their locale (i.e. alternate departure times or airport arrangements) without a service interruption.
  • Works with  crew and Owner Services (CMH) to minimize communication confusion and diffuse situations immediately. Shows empathy, assertiveness, great diplomacy and confidence in all situations. Models core operating principles at all times. Acts as the Owner Advocate during operational and weather delays.
  • Works with local 3rd party vendors to ensure expectations are being met, while maintaining a professional and diplomatic demeanor. Provides the FBO and area vendors with advance notice of peak flight activity and daily reports on forecasted flight departure and arrival information so that the vendors can be sufficiently prepared to effectively manage NetJets flights.
  • Travels for Special Events, high flight volume days, training and development and works with Marketing and Sales for Static events. Provides Sales and Marketing departments with knowledge of area facilities, prospects and Owners, to encourage new business opportunities.

Education

Bachelor's in Hospitality or Aviation

Certifications and Licenses

Years of Experience

2-4 years of experience

Core Competencies

Adaptability
Collaboration
Curiosity
Service-Oriented
Strives for Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

  • Minimum of 2 years high end Hospitality customer service experience
  • Aviation knowledge
  • Polished demeanor
  • Excellent verbal and written communication skills
  • Solid command of hospitality service to include, at minimum, proper command of language, proper introductions, table settings and basic wine and beverage service. 
  • Able to work independently within operational guidelines
  • Able to handle stressful situations and be sensitive to political climate
  • Self-starter, diplomatic, and an effective problem solver, with high self-confidence and an outgoing personality 
  • Flexible schedule, including holidays and weekends
  • Must be physically able to stand for long periods, able to lift up to 50 lbs. when assistance with luggage is required, walk with purpose, sometimes for long distances or moving from one plane to another on a ramp in all types of weather.  


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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