Customer Experience Concierge

Deliver superior service to Card Members visiting the American Express Centurion Lounge at DCA Airport Welcome Card Members and provide access upon arrival at reception Own the customer experience from beginning to end Resolve customer issues and concerns in innovative ways to build brand loyalty Apply the Customer First philosophy to meet customer needs and expectations Provide concierge and lifestyle recommendations Provide travel consultation and minimal reservation assistance Accommodate Card Member needs by partnering with food and beverage lounge partners Tailor products and services to immediate needs and deepen Card Member relationships Work cohesively with the lounge team as a brand ambassador Provide travel, card, concierge, and lifestyle services Work within lounge operating hours of 5:00 AM–9:00 PM Sunday–Friday and 5:00 AM–7:00 PM Saturday, subject to business need Requirements Minimum of 1 year recent experience servicing premium customers Airline, lounge or travel industry experience preferred Travel reservation experience a plus Passion for servicing customers with proactive solutions Exceptional communication skills Ability to listen to customer needs and offer confident recommendations Utmost professionalism and positive attitude in all interactions Ability to collaborate with colleagues in a fast-paced team environment Ability to make quick, effective decisions during unanticipated situations Resourceful and capable of using the Internet effectively in a face-to-face customer environment Ability to use and switch between multiple technology platforms with ease Adaptability and resilience in a changing environment Ability to work flexible shifts, including nights, weekends, and holidays Light to moderate lifting may be required for certain job tasks Employment eligibility to work with American Express in the U.S. is required; the company will not pursue visa sponsorship Core Competencies Demonstrates expertise in delivering exceptional customer service and building brand loyalty through proactive solutions and effective communication. Capable of providing tailored travel and concierge services while collaborating in a fast-paced team environment. Highest-signal resume keywords Customer Service Experience Travel Reservation Experience Exceptional Communication Skills Problem-Solving Skills Team Collaboration ATS Optimization Keywords Hard Skills Travel Consultation Concierge Services Customer Relationship Management Reservation Assistance Lounge Operations Soft Skills Professionalism Positive Attitude Adaptability Resourcefulness Decision-Making Industry Keywords Airline Industry Lounge Experience Premium Customer Service Customer First Philosophy Tools & Technologies Technology Platforms Internet Navigation #J-18808-Ljbffr Jobtailor