Market Liaison Guest Services

Air Culinaire Worldwide, LLC

Full Time US
ACW Professional
Miami, FL, US

Salary Range: $60,000.00 To $65,000.00 Annually

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.

• 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, Whats App, 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.

• 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.

• 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.

• 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…