At Triumph Jets, we take hospitality to new heights because it’s in our DNA. Our founders have over a combined 40 years of experience in the hospitality industry, and that passion for elevated service is at the core of everything we do. As our company continues to grow, we remain committed to investing in this area because we know it sets us apart. But we couldn’t do it without our amazing team, and that includes our Client Relations Director, Nicole McCarthy. Join us for a fun Q&A as we explore the ins and outs of service in the aviation industry!
- What inspired you to pursue a career in private jet client services, and how did you get your start in the industry?
I initially became interested in this unique form of aviation after a few friends began utilizing private air travel for business purposes and pleasure. After exploring the various career opportunities within aviation and the substantial growth within the industry, I decided to jump head-on into a brokerage and operations role which has been extremely rewarding. Thus, I haven’t looked back and don’t plan to!
- How would you describe the role of Client Services Director at Triumph Jets, and what do you think sets our company’s client services apart from others in the industry?
My role as Client Services Director involves a combination of broadly sourcing travel quotes from operators, leading logistics and coordination efforts, and providing oversight for trips in progress – all this to ensure our clients enjoy the best travel experience possible and are confident that they are considering the most competitive flight rates possible.
- How do you go about building and maintaining relationships with clients, and what do you think are the most important qualities for success in this role?
Triumph’s success is 100% driven by our commitment to providing the best possible client experience, which has served us well in consistently growing our client base year-over-year. Delivering this high caliber of service entails 24/7 availability, a willingness to fulfill any request regardless of size or complexity, consistent detailed communication, and offering additional concierge service.
- What do you enjoy most about working in client services, and what motivates you to provide exceptional service to our clients?
Working in client services provides me with the opportunity to interface with a broad spectrum of clients all with a unique range of needs, which I love and take great pride in on a daily basis. Serving as many of our client’s primary points of contact throughout the process, I am able to develop lasting relationships and instill confidence in my team’s ability to consistently deliver superior results. I am an extremely competitive person, which drives me to stay motivated and dedicated to going above and beyond for our clients to ensure they feel valued.
- What is one thing you wish clients knew about Triumph Jets and the services we offer?
A few common client misconceptions relate to our global reach and concierge service platform. We have experience arranging trips on behalf of clients throughout North America, South America, Europe, Africa, and Asia. Additionally, we can accommodate private travel on any size aircraft from propeller to airliners which can seat up to 30 passengers. Furthermore, our concierge service offering functions as a valuable complement to our core business, including ground travel coordination, booking hotel stays and procuring reservations of any type (restaurant, hotel, golf tee times, entertainment event tickets, etc.) in addition to other services.
- In your opinion, what are some of the biggest challenges facing private jet clients today, and how does Triumph Jets help clients navigate these challenges?
The explosive growth and adoption rate of private air travel over the past few years was highly driven by COVID-related health concerns in concert with commercial air travel restrictions. Individuals and families recognized the many benefits of flying private and have embraced this mode as their preferred form of travel increasing competition for currently limited flight availability. Unfortunately, due to supply chain issues, supply has not been able to keep up with demand which has driven pricing higher. Furthermore, there has been a substantial increase in the price of gas over the last few years, increasing operational costs which are passed through to the customer. I’ve also run into issues with a lack of crew availability. At Triumph Jets, we help navigate these challengers by combing through the market until we can secure reasonable prices. There is great time and effort put forth to identify and present all potential options. We also leverage our operator relationships to achieve the best prices and terms.
