Flight Support Specialist

Description

The Flight Services Specialist serves as a primary point of contact for Alerion’s high-net-worth (HNW) clientele while maintaining comprehensive oversight of daily flight operations. This role delivers white-glove, concierge-level service throughout every stage of the trip lifecycle, from initial planning and pre-flight coordination through flight completion, while ensuring each trip is executed safely, efficiently, and in accordance with company and regulatory requirements.

The Flight Services Specialist anticipates client needs, coordinates complex domestic and international travel logistics, monitors flight operations in real time, and proactively identifies and resolves issues that may impact the client or flight. Acting as a subject matter expert in operations and client service, this role collaborates closely with clients, crew, maintenance, flight operations, scheduling, and external partners to advocate for the client while upholding Alerion’s highest standards of safety, service, professionalism, and discretion.

Requirements

Client Experience & Trip Planning

• Serve as a point of contact for Alerion clients, providing personalized, professional, and proactive service throughout the trip lifecycle.
• Demonstrate Alerion’s culture of safety, service excellence, and professionalism in every interaction.
• Protect confidential client and company information and exercise sound judgment and discretion at all times.
• Understand individual client preferences, requirements, and travel profiles and recommend options that best meet their needs.
• Plan and coordinate all aspects of domestic and international trips, including trip times, airport selection, FBOs, catering, ground transportation, permits, and required trip documentation.
• Maintain accurate and comprehensive client travel profiles and ensure all pertinent client information is available to the appropriate teams.
• Monitor and coordinate onboard services and specific client requests to ensure expectations are met.
• Provide timely and proactive communication regarding flight status, delays, cancellations, weather, operational changes, and other factors that may affect the client’s trip.
• Identify potential issues early and take appropriate action to minimize disruption to the client and operation.
• Handle a high volume of email and other client communications with timely, accurate responses and exceptional business etiquette.
• Provide sales support, trip quoting, and sourcing assistance when needed.
• Advocate for the client while balancing client expectations with operational, safety, regulatory, and company requirements.

Flight Operations & Day-of-Flight Oversight

• Maintain comprehensive oversight of all company flights for the current day and monitor each flight throughout pre-flight planning, departure, en route operations, and flight completion.
• Confirm prior to departure that the crew, aircraft, handling, fuel, catering, ground transportation, and other operational requirements are in place.
• Monitor flight movements and proactively identify, communicate, and escalate any actual or potential issues affecting a trip.
• Monitor weather, aircraft performance, Air Traffic Control restrictions, maintenance issues, airport conditions, and other operational factors for potential impacts.
• Ensure ground handling, deicing, fuel, hangar arrangements, landing/departure slots, and landing or overflight permits are properly coordinated prior to departure.
• Determine airport suitability and provide appropriate operational risk assessments.
• Communicate aircraft movements and operational information to handlers, airports, authorities, and other relevant parties as required.
• Ensure appropriate movement of records and operational documentation are captured and provided…