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 RESPONSIBLITIES

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.