Customer Experience Concierge Centurion Lounge - MIA

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
• 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 and offer confident recommendations, resulting in high satisfaction from the customer with the service received
• The ability to exhibit the utmost professionalism and maintain a positive attitude in all interactions
• The ability to rely on and collaborate with colleagues in a very active, fast-paced, team environment
• The ability to make quick and effective decisions when unanticipated situations arise, putting the Card Members’ experience at the forefront
• The ability to be resourceful and capable of using the Internet effectively while providing assistance in a face-to-face customer environment
• The ability to adapt to an ever-changing environment and be resilient
• The ability to work flexible shifts including nights, weekends, and holidays is essential
• Light to moderate lifting may be required for certain job tasks

About the Role

The American Express Centurion Lounge is located in MIA Airport and is dedicated to delivering superior service to Card Members. Successful candidates will be passionate about delivering extraordinary service to American Express Card Members and will be able to act as ambassadors of the brand.

About American Express

At American Express, we are committed to supporting our colleagues with comprehensive benefits that promote holistic well-being and growth. We also strive to foster a diverse and inclusive workplace where everyone feels valued and empowered to contribute their best work.

About the Team

We believe in empowering our colleagues to thrive both personally and professionally. This includes offering competitive salaries, bonuses, retirement plans, and various forms of support such as financial coaching, counseling, and wellness programs. Additionally, we provide flexible working arrangements to accommodate individual needs and preferences.

Pay

The expected salary range for this job requisition is provided but ultimately determined based on location, experience, and other relevant factors.