Customer Experience Concierge - Centurion Lounge - IAH

Responsibilities

Mission: To become essential to our Card Members by providing differentiated products and services.

To fulfill this mission, MSPs:

• Welcome and provide access to Card Members upon arrival at reception.
• Take accountability and own the customer’s experience from start to finish.
• Create innovative ways to resolve customers’ issues or concerns to build brand loyalty.
• Employ the Customer First philosophy to meet customers’ needs and expectations.
• Provide concierge and lifestyle recommendations.
• Offer travel consultation and minimal reservation assistance.
• Accommodate Card Members’ needs by partnering with food and beverage lounge partners.

Qualifications

• Minimum of 1 year recent experience servicing premium customers.
• Airline, lounge, or travel industry experience is preferred (travel reservation experience a plus).
• Passion for servicing customers with proactive solutions.
• Exceptional communication skills, delighting the customer with every interaction.
• The ability to listen to the customer’s needs and offer confident recommendations, resulting in high satisfaction.
• The ability to rely and collaborate with colleagues in a fast-paced, team environment.
• The ability to make quick, effective decisions when unexpected situations arise, prioritizing the Card Members’ experience.
• The ability to use the Internet effectively while providing assistance in a face-to-face environment.
• The ability to adapt to an ever-changing environment and remain resilient.
• The ability to work flexible shifts including nights, weekends, and holidays.
• Light to moderate lifting may be required for certain job tasks.

About Us

We are committed to backing our customers, communities, and colleagues with comprehensive support for their holistic well-being and many opportunities to learn new skills, develop as leaders, and grow careers. We also provide a competitive base salary, bonus incentives, a 6% company match on retirement savings plans, free financial coaching and support, and comprehensive benefits including medical, dental, vision, life insurance, and disability coverage. We offer a flexible working model with hybrid, onsite, or virtual arrangements depending on the role and business needs. We also provide 20+ weeks of paid parental leave for all parents, regardless of gender, and free access to global on-site wellness centers staffed with nurses and doctors. Additionally, we offer free and confidential counseling support through our Healthy Minds program and career development and training opportunities.

About The Team

We believe in supporting our colleagues with the tools and resources they need to thrive both personally and professionally. This includes competitive base salaries, bonus incentives, a 6% company match on retirement savings plans, free financial coaching and support, and comprehensive benefits including medical, dental, vision, life insurance, and disability coverage. We also offer a flexible working model with hybrid, onsite, or virtual arrangements depending on the role and business needs. We provide 20+ weeks of paid parental leave for all parents, regardless of gender, and free access to global on-site wellness centers staffed with nurses and doctors. Additionally, we offer free and confidential counseling support through our Healthy Minds program and career development and training opportunities.