Experience Lead

ABOUT AERO

Aero is on a mission to redefine air travel-inspired by the golden age of aviation, designed for modern life. Direct, premium flights from private terminals offer our guests the comfort of low-contact travel and the effortlessness of flying private. From our custom jets to our dedicated Host and Concierge teams, everything that we do is personalized for our guests.

At Aero, we are on this journey together. We turn off the lights, spend carefully, and welcome everyone like guests in our own home. We share ideas big and small to make Aero better. We take pride in a job well done and in the company that we are building together. Aero is ours.

ABOUT THIS ROLE

As an Experience Lead at Aero, you are the face of our Guests' journey, delivering an exceptional end-to-end experience both in our lounges and onboard our aircraft. Serving all departures and arrivals at our VNY base, this role spans two core areas: on-ground (Lounge) and in-flight (Cabin).You are responsible for ensuring a safe, seamless, and extraordinary experience. This begins with arrival at our lounge and continues through landing at the final destination, with meticulous attention to detail across both scheduled and charter flights. This includes preparing the lounge and cabin, warmly welcoming Guests, and delivering personalized service throughout the journey. Experience Leads communicate with poise and confidence, thoughtfully handling Guest requests and concerns while maintaining Aero's luxury service standards.

All Experience Leads complete training as Ground Security Coordinators (GSC) and Customer Service Representatives (CSR) and are accountable for full compliance with all regulatory and internal policies associated with the role.

RESPONSIBILITIES

• Serve as a cabin host onboard, representing Aero and delivering a premium guest experience on all scheduled and charter flights operating in and out of the VNY base.
• Serve as a lounge host, welcoming guests into our lounge, handling (collection, tagging, weighing) guest luggage, using our check-in system, conducting TSA-required screening, and coordinating with FBO personnel to ensure an on-time departure
• Ensure guest safety, comfort, and service excellence throughout the entire journey, from lounge arrival through inflight service and disembarkation.
• Welcome guests in the lounge and onboard the aircraft; provide warm, attentive, and professional inflight hospitality, including streamlined food and beverage service.
• Prepare the aircraft cabin prior to departure, ensuring cleanliness, proper setup, and stocking of all onboard supplies; assist with post-flight cabin reset and offloading.
• Communicate clearly, calmly, and confidently with guests, including handling guest concerns or complaints with professionalism and empathy.
• Work closely with pilots, ground operations, airport partners, and the Experience Team to support on-time departures, smooth arrivals, and safe operations.
• Follow all company policies, safety procedures, and regulatory requirements, including the Experience Policy, Service Playbook, and Twelve-Five Standard Security Program (TFSSP).
• Maintain required certifications and complete all mandatory training, including emergency procedures, security coordination, and service training.
• Be knowledgeable in all aspects of the Aero guest experience, including menus, inflight offerings, service partners, schedules, and onboard technology systems.
• Collect and share guest feedback to help improve service, operations, and the overall inflight experience.
• Create memorable, personalized moments for guests by building rapport and participating in Aero's Daymaker program.
• Perform additional duties as assigned in support of flight operations and guest experience.
• Other duties as assigned.

JOB REQUIREMENTS

• Experience working in a luxury hospitality/guest experience environment.
• Excellent verbal and written English communication skills.
• Optimism and collaboration: you are always eager to lend a helping hand; you bring a calm yet confident energy, especially in high-pressure situations; you believe your success comes by making others successful.
• Must have a flexible work schedule, and be willing to work outside of 9-5 hours including nights, weekends and holidays. A rotating schedule of base, jet, and reserve duty may apply. Schedule based on 12 days off per month.
• Must be willing to fly
• Must be able to report to the station base as assigned within 120 minutes.
• Must be able to work on your feet for extended periods of time.
• Fast-paced movement may be required.
• Must be able to move, pull, carry or lift up to 100lbs.
• Occasionally kneel, bend, carry, and assist around the jets.
• U.S Citizen, or have the legal right to live and work in the United States.
• Must be a minimum of 21 years of age.
• Be able to operate to foreign countries, and meet foreign country requirements to meet the needs of the company route structure.
• As this is a (DOT) safety-sensitive position as defined in 14 CFR part 120[1]: All prospective employees are subject to DOT pre-employment testing and random drug testing throughout employment for the following drugs and their metabolites.

BENEFITS AND PAY

• Pay Range: $72,930 base salary / per year in Los Angeles, CA - exact compensation may vary based on skills, experience, and location
• Time Off: vacation, sick, bereavement, and holiday
• Benefits: medical, dental, vision, life, disability, 401k, health FSA, dependent care FSA

$72,930 - $72,930 a year

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.