Market Liaison Guest Services

Job Purpose:

The Market Liaison is responsible for maintaining and strengthening the relationship between Air Culinaire Worldwide a premier aviation catering provider, and its key private aviation clients in their local market. This role serves as the primary point of contact for assigned accounts, ensuring client satisfaction, facilitating seamless communication, and overseeing the execution of catering and service level agreements. The Market Liaison acts as a bridge between the client and internal operational teams, driving client retention and identifying opportunities for growing the account.

Under the direction of the Sr Director, Guest Services, the Market Liaison, Guest Services will be responsible for managing the overall business relationship of select clients, by meeting and exceeding both the demands of our clientele, as well as performance expectations of the company. The Market Liaison, Guest Services will work with Operations, Network, IT, Finance and Marketing & Sales to consistently deliver an incredible experience to our clients within the Air Culinaire system. The Liaison will also take direction from the Director of Guest Services and SVP of Guest Services and Network for local engagement and introduction to the Flight Attendant community.

Key Responsibilities

Client Relationship Management:

• Serve as the dedicated primary contact for a portfolio of assigned private jet clients and local Fixed Based Operations (FBO).
• Oversee all orders for the market regardless of the client with a focus on Corporate Flight Department, Flight Attendant and Charter companies to ensure the highest execution and build relationships with the client.
• Answer local phone calls during business hours.
• Awareness of order activity 24/7 through various channels such as SMS, WhatsApp, and Email.
• Look over orders from start to finish which may include data entry, review of order, quality check within kitchen, and delivery of catering order.
• Conduct regular communication (in-person, virtual, phone) to understand client needs, address concerns, introductions to key members of the kitchen staff, and ensure high levels of satisfaction.
• Build and maintain strong, long-lasting relationships with key stakeholders and decision-makers within client organizations and social media platforms, (e.g., Flight Attendants, Inflight Services, Pilots, Customer Service Reps, Schedulers)
• Proactively gather client feedback and translate it into actionable improvements for internal operations and service offerings.
• Build a lasting relationship with clients with local outings, events/entertaining, local aviation chapters while adhering to Guest Services budget.

Operational Coordination and Service Delivery:

• Liaise daily with internal departments, including Production, Logistics, Quality Control, and Billing, to ensure accurate and timely execution of client catering orders and specifications.
• Monitor order fulfillment processes to ensure adherence to contractual terms, menu specifications, dietary requirements, and safety/security protocols.
• Manage client-specific documentation, menus, specifications, and service protocols, ensuring internal teams are fully informed and trained on all requirements.
• May be an extension of other liaison in meeting their clients at the airport and overseeing their orders within the region.
• Coordinate with the Operations team for the smooth handling of irregular operations (delays, diversions, cancellations) that impact catering services.

Financial and Operations Performance Management:

• Monitor service performance against agreed-upon Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) utilizing Power BI reporting.
• Assist Finance department and Resolutions department to resolve invoicing or case discrepancies and ensure timely payment and or resolution for clients.
• Identify and communicate opportunities for upselling or cross-selling additional catering services, products, or specialized offerings.
• Engage Director, Guest Services, Sr. Director of Guest Services, VP Guest Services as needed.

Problem Resolution:

• Take ownership of complex client issues, complaints, and service disruptions, coordinating with relevant internal teams for a swift and effective resolution.
• Document all client interactions, issues, and resolutions accurately with weekly meetings with leadership.
• Conduct post-incident reviews to prevent recurrence and improve future service delivery.

Miscellaneous

• Work in conjunction with Sr Director, Guest Services to provide a positive professional work environment for all associates.
• Engage with Sr Director and VP of Sales to leverage existing relationships in local market.
• Follow the current Air Culinaire Employee Handbook when dealing with all employee relation issues.
• Travel and participate in conferences, conventions, client meetings as requested.
• Schedule flexibility is a must, including some evening, weekend or holiday hours as necessary.

Measures of Success:

Smart Goals- success will be measured using the Smart Goals, which are established annually, just prior to the new Fiscal Year starting which include:

• Incremental growth YOY within installed customer base
• Specific Job Responsibilities
• Stellar Customer Service
• Integrity & Accountability
• Entrepreneurial Spirit
• Teamwork Commitment

Knowledge, Experience and Skill Requirements:

• Four-year degree preferred.
• 2-5 years of experience in account management, customer service, or a related field.
• Experience in managing client relationships within aviation and catering a plus.
• Competence with customer relationship management (CRM) software and other relevant tools (e.g., Salesforce, Microsoft Office Suite)
• Professional fluency in multiple languages a plus
• Proficient in general computer navigation and terminology
• Must be able to multi-task during the course of regular business
• Exhibit exceptional organizational and prioritization skills.
• High proficiency in professional verbal and written communications skills.
• Prior experience or knowledge of culinary services and/or aviation required
• Valid driver's license
• Schedule flexibility including as needed on-call interactions based on client needs including evening, weekend and holiday hours.

Disclaimer:

This position description highlights a general description of duties and responsibilities. Employee(s) may be assigned other duties, in addition to or in lieu of those described herein, and any duties are subject to change at any time, according to the needs of the location or Company.

Air Culinaire Worldwide, LLC. does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations.