Director of Hospitality - Santa Barbara (On-Site)
Silver Air, LLC, Santa Barbara, California, us, 93190
Director of Hospitality - Santa Barbara (On-Site)
Department:
Flight Management
Employment Type:
Full Time
Location:
Van Nuys
Compensation:
$75,000 - $110,000 / year
Description We're seeking a
Director of Hospitality
(also known as Flight Experience Director or Director of Member Experience) to own and operationalize the “Silver Air feeling” across every flight. This isn't about managing transactions: it's about creating consistent, premium moments that make clients feel recognized, not processed.
You'll design, coordinate, and measure the complete flight experience – pre-flight preparation, day-of execution, and post-flight follow-up—ensuring that every touchpoint reflects our commitment to excellence, whether clients are flying on our fleet or through partner operators.
This role reports to:
Leadership
Location:
Santa Barbara, CA (primarily office-based with occasional FBO/airport presence)
What Success Looks Like
Clients feel the difference.
Every interaction—from the greeting at the stairs to the post-flight follow-up—feels personal and intentional
Consistency at scale.
Our crews deliver a predictable, premium first-touch experience across all flights
Intentional moments.
Every flight has at least one thoughtful touchpoint, even if subtle
Smart partnerships.
Off-fleet operators are evaluated through an experience lens, strengthening our vendor relationships
Measurable loyalty.
Retention improves because clients remember how we made them feel, not just the aircraft they flew
Why This Role Matters For Flight Club Members:
Creates a retention moat through consistent relationship signals
Builds brand loyalty through continuity across aircraft, crews, and routes
Differentiates on felt experience, not just availability and pricing
Supports community-building through hosted events and experiences
For Silver Air:
Reduces reputational risk—one bad greeting can cost more than this role's annual compensation
Centralizes experience ownership across Retail, Operations, Crew, and external partners
Increases customer lifetime value through repeat bookings and referrals
Strengthens broker channel relationships through systematic appreciation
Improves vendor strategy with structured feedback on partner experience quality
Your Responsibilities Daily Flight Experience Orchestration
Review all flights (on-fleet and partner operators) and assign appropriate experience plans
Coordinate with Retail Sales, Flight Operations, Cabin Crew, and Scheduling teams to execute seamlessly
Experience Standards & Playbook Development
Build and maintain a tiered touchpoint system (Basic / Elevated / Signature)
Standardize first-touch expectations: greeting protocols, tone, posture, timing, and warmth
Create repeatable processes that scale without losing the personal touch
Crew Training & Development
Deliver training modules focused on hospitality behaviors and brand presence
Conduct regular refreshers on “high-consequence moments” and expectations
Reinforce standards across cabin crew and pilots where applicable
Client Intelligence & Personalization
Maintain detailed preference profiles and special-occasion triggers
Ensure crews receive concise, actionable client context before every flight
Turn data into moments that matter
Broker & Partner Relations
Systematize appreciation gestures for broker partners
Capture and analyze client experience feedback on partner operators
Provide insights that inform preferred operator strategy
Service Recovery
Own experience-related escalations with speed and professionalism
Resolve issues decisively and follow up to close the loop
Turn problems into opportunities to strengthen relationships
Skills Knowledge and Expertise We seek candidates with strong leadership, operational, and training experience, ideally from private aviation, luxury hospitality, or related fields. Given the competitive nature of this role and the high expectations, we are looking for top‑notch corporate flight attendants or individuals with comprehensive luxury service backgrounds. Candidates with only hospitality experience in luxury environments are welcome, though familiarity with corporate aviation standards will be a significant advantage.
Leadership and Team Management:
Proven ability to lead high‑performing teams, coach individuals, and foster collaboration.
Trip Coordination and Workflow Management:
Experience coordinating schedules and managing workflows to meet tight timelines efficiently.
Private Aviation or Luxury Hospitality Expertise:
ONLY candidates with formal hospitality management school certification or a minimum of 2 years’ experience working in a palace or 5‑star luxury hotel will be considered. Culinary expertise should align with high‑end service expectations, focusing on sophisticated presentation and detailed service coordination.
Training & Development:
Ability to design and deliver training programs to onboard and continuously develop team members.
Compliance Knowledge:
Familiarity with FlightSafety standards and Part 135 regulations preferred (FACT training will not suffice).
Communication Skills:
Exceptional verbal and written communication for team management, client interactions, and conflict resolution.
Adaptability & Flexibility:
Able to work in a fast‑paced environment with frequent travel requirements.
Personal Presentation:
Impeccable appearance and professionalism, embodying Silver Air’s luxury brand values.
Technical Proficiency:
Competent with Microsoft Office Suite (Excel, Word, PowerPoint, and Teams), monday.com for project management, reporting and communication tasks.
Core Competencies
Luxury hospitality judgment
– You have the taste and restraint that defines premium service
Systems thinking
– You build repeatable processes, not just heroic one‑off solutions
Impeccable follow‑through
– You're calm under pressure and nothing falls through the cracks
Executive presence
– You command respect from both C‑suite clients and operational crews
Discretion
– You understand privacy discipline and handle sensitive information with care
Communication excellence
– Your briefs, notes, scripts, and recovery messages are clear and professional
Bonus Qualifications
Familiarity with aviation operations
Exposure to FBO or charter ecosystem
Experience with high‑net‑worth or ultra‑high‑net‑worth clientele
Benefits Silver Air is an incredible place to work, and we invest a significant amount of time and energy into creating and maintaining a world‑class company culture. The specific benefits/perks we offer are continually evolving but currently include:
Fully paid for Health Insurance coverage for you and your family
Generous personal development and employee assistance programs
5% matching 401k/Roth
Cell phone allowance
Travel insurance
Pet insurance
Mental health support
Work‑life balance initiatives
Wellness Programs
Competitive salary
Please note, our organization is committed to offering competitive and fair compensation packages that are reflective of a candidate's experience, skills, and overall fit with our job qualifications. Specifically, candidates with two plus years of experience, who meet a high percentage of our job qualifications and exhibit excellence in their presentation and flexibility, may be considered for a salary close to the top of our range. This consideration will be adjusted slightly based on any gaps in meeting the full spectrum of qualifications.
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Flight Management
Employment Type:
Full Time
Location:
Van Nuys
Compensation:
$75,000 - $110,000 / year
Description We're seeking a
Director of Hospitality
(also known as Flight Experience Director or Director of Member Experience) to own and operationalize the “Silver Air feeling” across every flight. This isn't about managing transactions: it's about creating consistent, premium moments that make clients feel recognized, not processed.
You'll design, coordinate, and measure the complete flight experience – pre-flight preparation, day-of execution, and post-flight follow-up—ensuring that every touchpoint reflects our commitment to excellence, whether clients are flying on our fleet or through partner operators.
This role reports to:
Leadership
Location:
Santa Barbara, CA (primarily office-based with occasional FBO/airport presence)
What Success Looks Like
Clients feel the difference.
Every interaction—from the greeting at the stairs to the post-flight follow-up—feels personal and intentional
Consistency at scale.
Our crews deliver a predictable, premium first-touch experience across all flights
Intentional moments.
Every flight has at least one thoughtful touchpoint, even if subtle
Smart partnerships.
Off-fleet operators are evaluated through an experience lens, strengthening our vendor relationships
Measurable loyalty.
Retention improves because clients remember how we made them feel, not just the aircraft they flew
Why This Role Matters For Flight Club Members:
Creates a retention moat through consistent relationship signals
Builds brand loyalty through continuity across aircraft, crews, and routes
Differentiates on felt experience, not just availability and pricing
Supports community-building through hosted events and experiences
For Silver Air:
Reduces reputational risk—one bad greeting can cost more than this role's annual compensation
Centralizes experience ownership across Retail, Operations, Crew, and external partners
Increases customer lifetime value through repeat bookings and referrals
Strengthens broker channel relationships through systematic appreciation
Improves vendor strategy with structured feedback on partner experience quality
Your Responsibilities Daily Flight Experience Orchestration
Review all flights (on-fleet and partner operators) and assign appropriate experience plans
Coordinate with Retail Sales, Flight Operations, Cabin Crew, and Scheduling teams to execute seamlessly
Experience Standards & Playbook Development
Build and maintain a tiered touchpoint system (Basic / Elevated / Signature)
Standardize first-touch expectations: greeting protocols, tone, posture, timing, and warmth
Create repeatable processes that scale without losing the personal touch
Crew Training & Development
Deliver training modules focused on hospitality behaviors and brand presence
Conduct regular refreshers on “high-consequence moments” and expectations
Reinforce standards across cabin crew and pilots where applicable
Client Intelligence & Personalization
Maintain detailed preference profiles and special-occasion triggers
Ensure crews receive concise, actionable client context before every flight
Turn data into moments that matter
Broker & Partner Relations
Systematize appreciation gestures for broker partners
Capture and analyze client experience feedback on partner operators
Provide insights that inform preferred operator strategy
Service Recovery
Own experience-related escalations with speed and professionalism
Resolve issues decisively and follow up to close the loop
Turn problems into opportunities to strengthen relationships
Skills Knowledge and Expertise We seek candidates with strong leadership, operational, and training experience, ideally from private aviation, luxury hospitality, or related fields. Given the competitive nature of this role and the high expectations, we are looking for top‑notch corporate flight attendants or individuals with comprehensive luxury service backgrounds. Candidates with only hospitality experience in luxury environments are welcome, though familiarity with corporate aviation standards will be a significant advantage.
Leadership and Team Management:
Proven ability to lead high‑performing teams, coach individuals, and foster collaboration.
Trip Coordination and Workflow Management:
Experience coordinating schedules and managing workflows to meet tight timelines efficiently.
Private Aviation or Luxury Hospitality Expertise:
ONLY candidates with formal hospitality management school certification or a minimum of 2 years’ experience working in a palace or 5‑star luxury hotel will be considered. Culinary expertise should align with high‑end service expectations, focusing on sophisticated presentation and detailed service coordination.
Training & Development:
Ability to design and deliver training programs to onboard and continuously develop team members.
Compliance Knowledge:
Familiarity with FlightSafety standards and Part 135 regulations preferred (FACT training will not suffice).
Communication Skills:
Exceptional verbal and written communication for team management, client interactions, and conflict resolution.
Adaptability & Flexibility:
Able to work in a fast‑paced environment with frequent travel requirements.
Personal Presentation:
Impeccable appearance and professionalism, embodying Silver Air’s luxury brand values.
Technical Proficiency:
Competent with Microsoft Office Suite (Excel, Word, PowerPoint, and Teams), monday.com for project management, reporting and communication tasks.
Core Competencies
Luxury hospitality judgment
– You have the taste and restraint that defines premium service
Systems thinking
– You build repeatable processes, not just heroic one‑off solutions
Impeccable follow‑through
– You're calm under pressure and nothing falls through the cracks
Executive presence
– You command respect from both C‑suite clients and operational crews
Discretion
– You understand privacy discipline and handle sensitive information with care
Communication excellence
– Your briefs, notes, scripts, and recovery messages are clear and professional
Bonus Qualifications
Familiarity with aviation operations
Exposure to FBO or charter ecosystem
Experience with high‑net‑worth or ultra‑high‑net‑worth clientele
Benefits Silver Air is an incredible place to work, and we invest a significant amount of time and energy into creating and maintaining a world‑class company culture. The specific benefits/perks we offer are continually evolving but currently include:
Fully paid for Health Insurance coverage for you and your family
Generous personal development and employee assistance programs
5% matching 401k/Roth
Cell phone allowance
Travel insurance
Pet insurance
Mental health support
Work‑life balance initiatives
Wellness Programs
Competitive salary
Please note, our organization is committed to offering competitive and fair compensation packages that are reflective of a candidate's experience, skills, and overall fit with our job qualifications. Specifically, candidates with two plus years of experience, who meet a high percentage of our job qualifications and exhibit excellence in their presentation and flexibility, may be considered for a salary close to the top of our range. This consideration will be adjusted slightly based on any gaps in meeting the full spectrum of qualifications.
#J-18808-Ljbffr