Hospitality and Experience Supervisor-Mentor presso ACI Jet

Description

Summary:

A Hospitality & Experience Supervisor-Mentor is responsible for leading, supervising and supporting a team of H&Es and H&E Lead through every stage of career development. They are part of a team of supervisors who mentor and guide their team throughout their course of employment, and are responsible for ensuring their team is trained with the resources needed to be successful. They oversee the day to day operations of the front desk and are responsible for ensuring the safe and efficient delivery of all services.

Reports To:

The Hospitality & Experience Supervisor-Mentor, SBP reports directly to the Vice President of FBOs and Facilities.

Essential Duties and Responsibilities:

Duties include the following (other duties may be assigned as required by management)

• Supervises up to 10 H&E and 1 H&E Lead.
• Schedules H&E shifts while meeting budget and labor goals
• Ensures the team is trained and progressing through ACI Jet’s training program as expected.
• Performs employee quarterly and annual reviews with their team of H&E/Trainers/Leads.
• Performs training duties in accordance with ACI Jet’s training program.
• Assist and coordinate client services such as rental car and hotel reservations, fuel purchasing, hangar space, ramp parking, and other services as determined by the client. This includes answering phone calls, texts, emails, and in-person requests for services. This also includes dispatching services via radio.
• Establish and maintain professional relationships with clients, paying careful attention to client preferences and needs.
• Maintain and update client information within the reservation platform and other company-utilized POS/CRM software, such as the Avfuel HUB, FlightBridge, and G Suite.
• Ensure all ACI Jet client requests are responded to in a timely and professional manner over a variety of communication mediums. This includes responding to FBO client concerns and suggestions. Ensure the management team is aware of any shortcomings that could jeopardize the company’s core values.
• Take ownership of client areas, restrooms, and facilities to ensure they are in good and clean condition, as well as freshly stocked and current. This includes assisting in V - 08/26/2025
• conducting inventory and ordering stock of facility supplies. This also includes coordinating and communicating with the AGS and Facilities teams.
• Ensure the needs of the accounting team are being met, and that all accounting responsibilities are performed accurately.
• Coordinates with the Aircraft Ground Support Leads and Supervisor to ensure that the goals and objectives relating to the FBO are achieved, and that they are carried out in accordance with applicable policies and procedures.
• Available to cover shifts and work a demanding schedule.
• Leads the Hospitality & Experience team by setting an example, maintaining a positive attitude, and helping others achieve company and personal growth.
• Ensures the safety and quality of all assigned duties and responsibilities by actively and positively participating in ACI Jet’s SQMS program.

Requirements

• Must have a high school diploma or equivalent.
• Must have a valid driver’s license.
• Must have at least 2 years of customer service or relative experience, with 1 year as a lead
• Must be able to work as part of a team and independently in a high-stress and fast-paced environment.
• Must be able to multitask at a very high level and must have extreme attention to detail.
• Must have a strong ability to anticipate client needs without being prompted.
• Must have scheduling fl exibility and availability, as this position could be subject to mandatory overtime.
• Must have a general understanding of aviation terminology.
• Must have experience managing a schedule for multiple direct reports.
• Must have experience with or management of high profi le clientele and luxury hospitality services.
• Must have leadership experience that aligns with ACI Jet core values.
• Must be highly motivated and organized.
• Must be computer proficient (Google, Internet).
• Must have excellent verbal and written communication skills.
• Must be able to lift 25 pounds, climb, kneel, squat, and stand for extended periods.
• Must be able to read, write, and speak English.
• Must be able to provide proof of eligibility to work in the United States.

Highly Desirable

• Experience in the aviation industry (preferably FBO).
• 4 year degree and/or equivalent hospitality industry experience.
• High-end hotel, restaurant, and/or FBO experience.
• Minimum 1 year of supervisor/management experience.
• Professional workplace skills including communication, attention to detail, and initiative and creativity.

Pay Scale:  $29.00 - $34.00/hr | DOE