Premium Guest Services Coordinator Full Time

Premium Guest Services CoordinatorAmerican Airlines is seeking Full Time Premium Guest Services Coordinator at the Dallas Fort Worth International Airport. The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement. This job will continue to be posted until at least 10-21-26. If interested please apply prior to this date.As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!The Premium Customer Services Coordinator (PCSC) will be responsible for the overall performance within the PCSC work area. In addition, the PCSC is a working member of the Premium Customer Services Group. PCSCs may be required to lead and direct the work of other employees. Starting pay is $23.23 per hour.These are the essential functions of the job. This list is intended to reflect the current job but there may be additional essential functions (and non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed when operationally necessary, observing, of course, any legal obligations including any collective bargaining obligations.Provide premium customer service to all customersRegister customers and verify their access to club(s) and/or lounge(s)Greet customers by completing all guest experience items (e.g., greet customers using their name when possible, ensure name tag is visible, provide WIFI password, ask how you can assist)Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK])All Check premium customers in for their flights (e.g., flight changes, rebooking, passport verification swipe)Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needsIssue customer tickets (e.g., day of departure, reissues, future tickets)Place customers on priority lists (e.g., upgrades, standby)Provide timely resolution of customers' travel issuesContact the next level of customer service support (i.e., premium services CSCs or CSMs) to address unresolved customer issues, as neededDocument customer issues in the passenger name record (PNR)Perform club enrollment or sales activities (e.g., Admiral's Club, credit card memberships)Coordinate all services provided to elite status customers (e.g., Concierge Key program and Five Star service)Assist elite status customers (e.g., Concierge Key, Five Star Members) as they move throughout terminalsAssist customers with their baggage, as neededMonitor or maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)Communicate with business partners to ensure food and beverages are provided to club and/or lounge customers at all timesOversee the activities of business partners providing services (e.g., catering, sanitation) to the club(s) and/or lounge(s)Assist customers with technology provided in the club(s) and/or lounge(s)Reserve conference rooms (e.g., 1 hour) for same-day travel requestsCoordinate services for any meetings occurring in conference rooms (e.g., food for the meetings)Complete open or close procedures for club(s) and/or lounge(s)Oversee the performance and appearance standards of all agents working in club(s) and/or lounge(s)Oversee the scheduling for all agents working in club(s) and/or lounge(s)Address escalated customer issues or concernsEvaluate and address staffing needs based on volume and irregular operationsTrain employees regarding the operations and norms of the customer service club(s) and/or lounge(s)Conduct liquor inventory audit with beverage business partnerMonitor KeyStar system to arrange appropriate services for customers (e.g., government officials, OneWorld, Concierge Key, FiveStar)Complete daily shift reports to advise and inform other coordinators of club and/or lounge activitiesReport to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidaysComplete job-relevant trainingsAdhere to company policies, procedures, and performance standardsWear uniforms as required by company policyAdhere to government regulations (e.g., DOT, FAA, TSA)Conduct transport check to ensure safe and timely transfersUse multiple internal resources/systems, including during customer interactions* Reasonable accommodations may be made for qualifying individuals with disabilitiesAll you'll need for success:Minimum Qualifications:High school diploma or GEDMust be able to read, write, fluently speak and understand the English languageBilingual language skills required in some locationsMust fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicableMust be able to secure appropriate airport authority and/or US Customs security badges, if applicableActively demonstrate extraordinary customer service and customer engagement in an environment of hospitalityAbility to work under pressure, handle a multitude of projects concurrently while paying close attention to detail and customer serviceExcellent salesmanship skills/interpersonal skills with ability to interact effectively with all levels of management and public contactService-oriented and self-motivated with a high level of professionalismAble to attend training classes in Dallas/Fort Worth, TexasPrior customer hospitality experience strongly preferredMaintain a well-groomed and professional appearanceExcellent communication skillsPrior travel industry experience preferredPC experience preferredStrong organizational and administrative skills requiredAbility to work irregular and/or extended hours, including weekends and holidaysMust report to work on a regular and timely basisWhat you'll get:Feel free to take advantage of all that American Airlines has to offer:Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.Health Benefits: On day one, you'll have access to your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.Wellness Programs: We want you to be the best version of yourself – that's why our wellness programs provide you with all the right tools, resources and support you need.401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.Additional Benefits: Other great benefits include our Member Assistance Program, pet insurance and discounts on hotels, cars, cruises and moreFeel free to be yourself at American. From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. American Airlines Group