Ground Experience Representative

at  Vista Global

Overview:
XO is a part of Vista, the private aviation group. Vista integrates a unique portfolio of brands offering asset free solutions to cover all key aspects of private flights.
XO is the leading end-to-end instant-booking platform giving customers the ability to book flights worldwide with as little as six hours’ notice. Catering to clients from the heavy charter flier to a single seat buyer, XO flights are serviced through either Vista Global’s fleet, including 56 XO branded aircraft, or off-fleet, through an Alliance Fleet of over 2,100 aircraft.
The Ground Experience Representative role will support not only our clients at the FBO, but also our crew members. The Ground Experience Representative arrive at the FBO in advance of a flight, ensure all catering has been delivered per specifications, meet and greet clients at the FBO, coordinate ground transportation arrangements, and assist crew members with restocking of aircraft or service related requests. In the event of irregular operations such as delayed flights, the Ground Experience Representative will assist clients with alternate arrangements. In addition to service related functions, the Ground Experience Representative will observe all K9 bag searches conducted by contract vendors.
To be successful in this role, the Ground Experience Representative must be a self-motivated multitasker able to work with no supervision. The Ground Experience Representative will have exceptional interpersonal skills and exhibit grace under pressure while providing members with white-glove customer service.

• Engaging with the members, proactively providing refined luxury service and acting as a brand ambassador and informational liaison to the rest of the XO operation
• Act as an accurate and courteous source of information for passengers, taking immediate steps to initiate service recovery when needed
• Verify catering has been delivered and is per specifications
• Assist crew members with service related requests as needed including restocking of aircraft amenities
• Greet members, checking them in for their flight, offering and providing drinks as well as assisting with luggage handling and escorting passengers to the aircraft prior to departure
• Provide live communication updates with the SOC; Designated correspondent in the event of irregular operations, including but not limited to weather activity and mechanical issues
• Perform aircraft inspections to ensuring vendor accountability and validate aircraft standards
• Manage collection and storage of any XO equipment utilized at assigned FBOs or aircraft
• Assist with luggage shipments as needed
• Completing and submitting post-flight reports once the flight has successfully departed
• Ability to enforce policy and procedure in a diplomatic manner
• Identify opportunities to increase member satisfaction
• Develop skillsets, including good judgment, exceptional interpersonal skills and ability to confidently and knowledgably represent the XO brand
• Conduct any other daily tasks as required that are assigned by your line manage