Customer Experience Concierge, Centurion Lounge - ATL Airport
About the position The role of the Member Service Professional (MSP) at the American Express Centurion Lounge in ATL Airport is pivotal in delivering superior service to Card Members. As the face of American Express, MSPs act as brand ambassadors, working cohesively as a team to excite customers and fulfill the brand promise. This position requires a passion for providing extraordinary service in a customer-facing environment, where MSPs are expected to be highly skilled and motivated. They will provide a range of services including travel, card, concierge, and lifestyle assistance tailored to meet the immediate needs of Card Members, thereby deepening their relationship with American Express. MSPs are responsible for welcoming Card Members upon arrival, ensuring they have a seamless experience from start to finish. They must take ownership of the customer experience, creating innovative solutions to resolve issues and concerns, ultimately fostering brand loyalty. The role also involves employing a Customer First philosophy to meet customer needs and expectations, providing concierge and lifestyle recommendations, and offering travel consultation and minimal reservation assistance. Additionally, MSPs will collaborate with food and beverage partners to accommodate the needs of Card Members, ensuring a high-quality experience in the lounge. The Centurion Lounge operates daily from 6:00 AM to 11:00 PM, with hours subject to change based on business needs. This role is essential in making Membership come to life every day, as MSPs strive to provide differentiated products and services that are essential to Card Members.
Responsibilities
- Welcoming and providing access to our Card Members upon arrival at reception
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- Being accountable and taking ownership of the customer's experience from beginning to end
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- Creating innovative ways to resolve customers' issues or concerns to win their brand loyalty
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- Employing the Customer First philosophy in meeting customers' needs and expectations
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- Providing concierge and lifestyle recommendations
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- Providing travel consultation and minimal reservation assistance
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- Accommodating needs of our Card Members by partnering with our food and beverage lounge partners
Requirements
- Strong customer service skills and a passion for delivering extraordinary service
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- Ability to work in a fast-paced, customer-facing environment
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- Excellent communication and interpersonal skills
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- Problem-solving skills to create innovative solutions for customer issues
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- Ability to work as part of a cohesive team
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- Experience in hospitality or customer service roles is preferred
Nice-to-haves
- Experience in travel consultation or concierge services
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- Knowledge of American Express products and services
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- Familiarity with the Atlanta Airport and its amenities
Benefits
- Competitive base salaries
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- Bonus incentives
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- 6% Company Match on retirement savings plan
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- Free financial coaching and financial well-being support
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- Comprehensive medical, dental, vision, life insurance, and disability benefits
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- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
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- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
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- Free and confidential counseling support through our Healthy Minds program
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- Career development and training opportunities
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