Deliver Five-Star Hospitality in Private Aviation – Customer Service Representative with ACI Jet in Santa Ana!
Join a Team That Sets the Standard for FBO Excellence
ACI Jet is seeking a polished, service-driven, and highly organized Hospitality & Experience professional to join our Fixed Base Operation (FBO) team in Santa Ana, California. This is a role for someone who understands that exceptional customer service isn't just about answering questions—it's about anticipating needs, creating memorable experiences, and making every client feel like the only person in the room.
If you thrive in a fast-paced, high-stress environment, take pride in your attention to detail, and genuinely enjoy making people feel valued, this could be the perfect role for you.
Your Role: Create Exceptional Client Experiences
As a Hospitality & Experience Representative, you'll be the face of ACI Jet for our FBO clients—from the moment they arrive to the moment they depart. You'll coordinate a wide range of services, manage client relationships, and ensure every interaction reflects our commitment to excellence.
You'll report directly to: Hospitality & Experience Supervisor, with the ability to take direction from the Hospitality & Experience Lead.
Essential Duties and Responsibilities
Client Service & Coordination
- Coordinate with ACI Jet personnel to ensure FBO goals and objectives are achieved in accordance with applicable policies and procedures
- Ensure ACI Jet clients receive exceptional service—and strive to exceed their expectations
- Diffuse high-stress situations and manage customer expectations with professionalism and composure
- Assist and coordinate client services such as rental car and hotel reservations, fuel purchasing, hangar space, ramp parking, and other services as determined by the client
- Answer phone calls, texts, emails, and in-person requests for services, including dispatching services via radio
- Establish and maintain professional relationships with clients, paying careful attention to their preferences and needs
- Respond to all client requests in a timely and professional manner across a variety of communication mediums
Administrative & Systems
- Maintain and update client information within the reservation platform and other company-utilized POS/CRM software, such as Avfuel HUB, FlightBridge, and G Suite
- Keep accurate accounting records
Facility & Team Coordination
- Ensure client areas, restrooms, and facilities are in good, clean condition—freshly stocked and current
- Coordinate and communicate with the AGS and Facilities teams to maintain high standards
Collaboration & Safety
- Maintain close, productive, and beneficial relationships with clients, vendors, and colleagues
- Communicate efficiently and respectfully with other departments, especially the AGS team, to coordinate client services
- Ensure the safety and quality of all assigned duties by actively participating in ACI Jet's SQMS program
What We're Looking For?
Required Qualifications
- High school diploma or equivalent
- Valid driver's license
- Ability to work both as part of a team and independently in a high-stress, fast-paced environment
- Highly motivated and organized
- Computer proficient (Google, MS Office Suite, Internet)
- Excellent verbal and written communication skills
- Ability to multitask at a very high level with extreme attention to detail
- Scheduling flexibility and availability—this position could be subject to mandatory overtime
- Within the first 90 days of employment, a basic understanding of aviation terminology is required
- Ability to lift 25 pounds, sit, bend, and stand for extended periods
- Ability to read, write, and speak English
- Ability to provide proof of eligibility to work in the United States
Highly Desirable
- College coursework in business administration or similar
- Prior 5-star hotel/resort customer service training or experience
- Prior aviation industry and/or FBO experience
- 3-5 years of customer service experience
- Professional workplace skills including communication, attention to detail, and initiative and creativity
What We Offer?
- Pay: $18.00 - $23.00 per hour, depending on experience
- A dynamic, fast-paced work environment—no two days are the same
- The opportunity to work with a premier FBO serving high-profile clientele
- A supportive team culture that values your contribution
Our Commitment to Equal Opportunity
ACI Jet is an equal opportunity employer and does not discriminate based on any protected characteristic, including race, religion, color, national origin, disability, sex, gender, age, sexual orientation, or veteran status. Reasonable accommodations are provided for qualified applicants with disabilities unless doing so would cause undue hardship; contact HR for details.
Ready to Elevate Your Career?
If you're a hospitality professional with a passion for service excellence and a desire to work in the exciting world of private aviation, we'd love to hear from you. Apply today and become part of the ACI Jet team in Santa Ana.
Your journey to exceptional hospitality starts here. Join ACI Jet.
Job Snapshot
Company: ACI Jet
Employment Type: Full-Time
Location: Santa Ana, California, United States
