POSITION SUMMARY

The Delivery Concierge I is a professional, customer-facing role responsible for the execution of concierge and hospitality services in support of aircraft delivery activities.

This role operates with low supervision and is trusted to manage a high volume of customers while maintaining a personalized, polished, and welcoming experience.

The Delivery Concierge I serves as a consistent point of contact for customers and internal stakeholders, providing logistical support, hospitality coordination, and local expertise throughout the delivery process.

JOB RESPONSIBILITIES

Customer Experience Support

Support Delivery Customers providing personalized logistical assistance before, during, and after their arrival.
Serve as a familiar and welcoming presence, building rapport with customers through consistent communication and on-site engagement.
Support over 550 delivery customers per year, balancing personalization with volume and operational demands.
Participate in internal status meetings to gather relevant delivery information and align support accordingly.
Proactively research customer backgrounds and preferences to better prepare for delivery activities.

Hospitality & Local Expertise

Arrange travel support, hotel accommodations, dining reservations, transportation, and local activity recommendations.
Maintain working knowledge of approved local vendors, partners, and attractions.
Book reservations, confirm services, and communicate details clearly to customers.
Capture and share customer feedback related to hospitality partners with senior team members.

Event & On-Site Support

Support events and customer activities, including welcoming guests, escorting visitors, and providing on-site assistance.
Assist with logistics such as agendas, calendars, group communications, and material readiness.
Support over 80 customer-related events per year.

Gifts, Inventory & Readiness

Assemble and prepare customer gift kits in accordance with established standards.
Monitor inventory levels, perform stock rotation, and support quarterly physical inventory counts.
Support management of over 7,000 items valued at approximately $300K.

Compliance & Documentation

Learn and apply Embraer’s hospitality, gift, and compliance policies.
Accurately register hospitality and gift offerings in compliance systems for over 1,000 guests annually.
Maintain proper documentation and records to ensure audit readiness.

Continuous Improvement & Coordination

Learn departmental goals, tools, and procedures.
Contribute ideas for incremental improvements and support small-scale initiatives.
Assist with tracking customer feedback and identifying service improvement opportunities.
Support day-to-day coordination tasks to ensure smooth execution of delivery activities.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Education:

Bachelor’s degree preferred, or equivalent professional experience in Hospitality Management, Tourism, Business Administration, Sales, Marketing, or Customer Experience.
Certifications in luxury service or hospitality are a plus.

Experience:

3–5 years of experience in a customer-facing, concierge, hospitality, or high-touch service role.
Experience supporting VIP or premium customers is preferred.
Experience with events, travel logistics, or on-site hospitality support is desirable.
Proven ability to operate independently with low supervision.

Knowledge, Skills & Abilities:

Strong interpersonal and communication skills with a service-oriented mindset.
Ability to manage multiple customers and tasks simultaneously with attention to detail.
Sound judgment in handling logistics, preferences, and last-minute changes.
Professional presence and polished demeanor.
Discretion and integrity when handling sensitive customer information.
Familiarity with luxury service expectations.
Proficiency in Microsoft Office and coordination tools.
Flexibility to support non-standard hours during delivery activity.
Fluency in a second language is strongly preferred.

Working Conditions / Environment / Special Requirements

Ability to work in a safe professional manner adhering to all regulatory requirements including, OSHA, EPA, State and Federal regulations.
Employees will be subject to the random drug and alcohol testing under FAA regulations
Professional appearance and demeanor to support business needs
Formal and Business Casual attire required; uniform would be provided
Availability for both traditional and nontraditional business hours

GENERAL COMMITMENT FOR ALL EMPLOYEES

Commitment to company values and complies with department norms, policies, directives, and procedures.
Incorporates Lean and P3E processes and concepts into daily activities.
Strive for continuous improvement to processes and procedures.
Honors and protects confidential and proprietary documents and information.
Satisfies work schedule requirements.

Embraer is an Equal Opportunity Employer.

Delivery Concierge