Director of Hospitality - Santa Barbara; On-Site

Director of Hospitality - Santa Barbara (On-Site)

Department: Flight Management

Employment Type: Full Time

Location: Van Nuys

Compensation: $75,000 - $110,000 / year

We're seeking a Director of Hospitality (also known as Flight Experience Director or Director of Member Experience) to own and operationalize the “Silver Air feeling” across every flight. This isn't about managing transactions: it's about creating consistent, premium moments that make clients feel recognized, not processed.

You'll design, coordinate, and measure the complete flight experience – pre-flight preparation, day-of execution, and post-flight follow-up—ensuring that every touchpoint reflects our commitment to excellence, whether clients are flying on our fleet or through partner operators.

This role reports to: Leadership

Location: Santa Barbara, CA (primarily office-based with occasional FBO/airport presence)

• Clients feel the difference. Every interaction—from the greeting at the stairs to the post-flight follow-up—feels personal and intentional
• Consistency at scale. Our crews deliver a predictable, premium first-touch experience across all flights
• Intentional moments. Every flight has at least one thoughtful touchpoint, even if subtle
• Smart partnerships. Off-fleet operators are evaluated through an experience lens, strengthening our vendor relationships
• Measurable loyalty. Retention improves because clients remember how we made them feel, not just the aircraft they flew

For Flight Club Members:

• Creates a retention moat through consistent relationship signals
• Builds brand loyalty through continuity across aircraft, crews, and routes
• Differentiates on felt experience, not just availability and pricing
• Supports community-building through hosted events and experiences

For Silver Air:

• Reduces reputational risk—one bad greeting can cost more than this role's annual compensation
• Centralizes experience ownership across Retail, Operations, Crew, and external partners
• Increases customer lifetime value through repeat bookings and referrals
• Strengthens broker channel relationships through systematic appreciation
• Improves vendor strategy with structured feedback on partner experience quality

Daily Flight Experience Orchestration

• Review all flights (on-fleet and partner operators) and assign appropriate experience plans
• Coordinate with Retail Sales, Flight Operations, Cabin Crew, and Scheduling teams to execute seamlessly

Experience Standards & Playbook Development

• Build and maintain a tiered touchpoint system (Basic / Elevated / Signature)
• Standardize first-touch expectations: greeting protocols, tone, posture, timing, and warmth
• Create repeatable processes that scale without losing the personal touch

Crew Training & Development

• Deliver training modules focused on hospitality behaviors and brand presence
• Conduct regular refreshers on “high-consequence moments” and expectations
• Reinforce standards across cabin crew and pilots where applicable

Client Intelligence & Personalization

• Maintain detailed preference profiles and special-occasion triggers
• Ensure crews receive concise, actionable client context before every flight
• Turn data into moments that matter

Broker & Partner Relations

• Systematize appreciation gestures for broker partners
• Capture and analyze client experience feedback on partner operators
• Provide insights that inform preferred operator strategy

Service Recovery

• Own experience-related escalations with speed and professionalism
• Resolve issues decisively and follow up to close the loop
• Turn problems into opportunities to strengthen relationships

We seek candidates with strong leadership, operational, and training experience, ideally from private aviation, luxury hospitality, or related fields. Given the competitive nature of this role and the high expectations, we are looking for top‑notch corporate flight attendants or individuals with comprehensive luxury service backgrounds. Candidates with only hospitality experience in luxury environments are welcome, though familiarity with corporate aviation standards will be a significant advantage.

• Leadership and Team…