Member Services Associate

About the job

** THIS POSITION IS LIMITED TO APPLICANTS LOCATED IN THE FOLLOWING GEOGRAPHIC LOCATIONS ONLY: FL, TX, GA, OR, NV, HI ***

Who We Are

PS is redefining the way the world travels. We build and operate private airport terminals that transform commercial air travel into a seamless luxury experience. Currently serving guests at Los Angeles International Airport (LAX), Hartsfield-Jackson Atlanta International Airport (ATL), and Paris Charles de Gaulle (CDG), with new terminals underway at Dallas Fort Worth International Airport (DFW) and Miami International Airport (MIA), PS is pioneering a new global standard in hospitality.

Far from the crowds and chaos of the public airport, PS offers members the privacy, ease, and security of the private flight experience while flying commercial. With exclusive partnerships with TSA and U.S. Customs and Border Protection, guests move effortlessly through line-free departures and arrivals. Every moment is carefully orchestrated by our expert team - private TSA screening, dedicated customs and immigration services, and luxury chauffeur transfers across the airfield directly to or from your aircraft.

Inside our private terminals, guests enjoy serene suites, chef-prepared dining, spa services, and personalized attention, while our Control Room coordinates discreetly with government, airline, and security partners to ensure unmatched efficiency, safety, and peace of mind. At PS, waiting in lines, crowded terminals, and luggage hassles give way to quiet elegance, service with heart and inspired experiences.

We are building more than terminals - we are shaping a new way to travel. If you’re passionate about luxury hospitality and excited to be part of something extraordinary, join us as we expand to new markets and reimagine the future of travel with PS.

What We Do

The Member Services Team is an integral part of the PS operation. The team serves as a direct point of contact for high profile, high touch members and their travel arrangers. PS clients are prominent, influential individuals who access PS services because they require an elite level of protection and service. They expect the highest level of hospitality and customer service at every interaction.

The Member Services Team is responsible for coordinating with multiple internal and external entities to collect personal and confidential travel related details in a timely manner to process, confirm and modify reservations delivering a seamless reservation experience.

The Role

We are seeking an experienced Member Services Associate who is energetic, enthusiastic, and hardworking to join our growing team. The Associate will report to the Manager of the Member Services Team.

The right candidate will bring a history of luxury hospitality customer service, be flexible, attentive, and strategic, adapting to ever-shifting situations at a moment's notice. They will be able to anticipate the needs of guests and potential reservation issues before they arise. This role serves as the prestigious central nexus for all our esteemed call inquiries.

Thorough and fastidious with the ability to constantly grow, improve, and expand their skill set, the Member Services Associate is responsible for all aspects of a pleasant and memorable client experience.

Responsibilities & Expectations

Address all incoming reservation correspondences received via phone call, text message and email.

Reservation coordination for multiple locations: approving reservations, updating reservations, cancelling reservations, etc.

Arranging ground transportation as needed based on reservation requests.

Coordination of food and/or amenity requests in collaboration with all relevant departments.

Assisting with all general inquiries received via phone call and email such as but not limited to: Membership rates, PS services, general questions, etc.

Able to proficiently use Microsoft Office and learn CRM Dynamics platforms

Must possess both excellent written and verbal communication skills driven by luxury hospitality.

Experience working in a team environment – team player

Ability to work in a dynamic fast paced environment and be part of a growing business.

Must feel comfortable servicing high-net worth clientele.

Strong attention to detail.

Able to prioritize and switch from task to task quickly.

Able to problem solve.

Answering reservation calls, sales & customer service inquiries.

Requirements

This will be a full-remote role working with our Member Service Team located in various states spanning across the West and East Coast.

Must have access to a quiet work environment with no background noise or distractions.

2-3 years of experience in a luxury customer service/hospitality related field required.

Experience in a customer service, airline and/or hospitality industry related leadership role preferred.

Experience working with high end clients in a luxury hospitality setting required.

Spanish speaker preferred

Minimum education requirement of High school Diploma/GED.

Pass a pre-employment drug screening + background check.

Collection of SSN as part of the background check process will be required.

Must be authorized to work in the United States.

Scheduling flexibility is required. PS is a 24-hour facility and as such we require fully open schedule availability and flexibility for all positions within our operations departments, including weekends, holidays, and early morning/late evening shifts.