Customer Experience Concierge, Centurion Lounge - LAS

Responsibilities

• Welcome and provide access to Card Members upon arrival at reception.
• Be accountable and take ownership of the customer’s experience from beginning to end.
• Create innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiasts out of the customer.
• Employ the Customer First philosophy in meeting customers’ needs and expectations.
• Provide concierge and lifestyle recommendations.
• Offer travel consultation and minimal reservation assistance.
• Accommodate the needs of Card Members 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 single interaction.
• The ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received.
• Must exhibit the utmost professionalism and maintain a positive attitude in all interactions.
• The ability to rely and collaborate with colleagues, as the lounge is a very active, fast-paced, team environment.
• The ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do.
• The ability to work flexibly, including nights, weekends, and holidays.

About the Role

The American Express Centurion Lounge is located in the Harry Reid International Airport. The Member Service Professional (MSP) will deliver superior service to Card Members, acting as ambassadors of the brand. They will work as a cohesive team to excite customers and deliver on the brand promise. Successful MSPs will have a passion for delivering extraordinary service to American Express Card Members, providing travel, card, concierge, and lifestyle services.

About Us

At American Express, we are committed to supporting our customers, communities, and colleagues. We operate with a strong risk mindset, ensuring we uphold our brand promise of trust, security, and service. We offer comprehensive benefits, including competitive salaries, bonuses, retirement plans, health and wellness programs, and more. We also provide opportunities for professional growth and development.

About The Team

We believe in supporting our colleagues with the tools and resources they need to thrive both personally and professionally. This includes comprehensive benefits, flexible working models, and a focus on mental and emotional well-being. We also offer career development opportunities and training to help you grow your skills and advance your career.