Service Manager, Premium Guest Services Guest Experience - ORD

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. 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!

Why you'll love this job

• ​This job is a member of the Customer Planning Team within the Customer Experience Division
• ​Responsible for leading the service delivery of multiple lounge operations and the elite services portfolio. This job is also responsible for all entities involved in establishing and impacting the overall guest experience
• This position is based at ORD with oversight of STL
• Salary range: $71,000 to $100,000

What you'll do

• ​Oversees large scale food, beverage, and housekeeping operations through third-party partnerships
• Ensures proper preventive maintenance and repairs of lounges and other company assets
• Manages department operating budgets to achieve financial targets and maximize performance
• Assists in planning and coordinating construction and refurbishment projects
• Completes, organizes, or delegates broad scope of administrative work
• Creates work, schedule bids, and facilitating coverage, according to the CWA/IBT contract
• Develops and maintains positive relationships with internal and external customers, strategic business partners, airport authorities, regulatory agencies, and vendors
• Ensures compliance with all audit and regulatory requirements
• Promotes customer loyalty and helps drive premium customer market share by ensuring all employees deliver a high quality customer experience
• Hires, trains, coaches, and counsels employees to ensure optimal performance, according to CWA/IBT contract
• Acts as a local advocate for the high value customer experience
• Supports relationships with airline alliance partners and their high value customers
• Ensures employee productivity and compliance with AA’s work environment policies
• Guides and mentors developing managers, representatives and coordinators
• Demonstrates consistent employee engagement through staff meetings, documented employee recognition and accountability, annual performance reviews and other tangible examples
• Conducts hiring and ensures effective onboarding and training

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​High School diploma or GED Equivalency
• 5 years face to f​​​​​​ace customer service experience

Preferred Qualifications- Education & Prior Job Experience

• Bachelor’s degree in relevant field

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Ability to build and lead teams
• Ability to multi-task and work independently to an effective result
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable

What 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 Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel 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.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.