Member Service Professional / Travel and Concierge, Centurion Lounge – DCA Airport
s:
The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the DCA Airport MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.
It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day. MSPs do this by:
Welcoming and providing access to our Card Members upon arrival at reception
Being accountable and taking ownership of the customer’s experience from beginning to end
Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer
Employing the Customer First philosophy in meeting customers’ needs and expectations
Providing concierge and lifestyle recommendation
Providing travel consultation and minimal reservation assistance
Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners
Lounge Hours of operation are from 5: 00am – 9: 00pm SUN-FRI, 5:00am - 7:00pm SAT. Hours are subject to change due to business need
A successful candidate will possess the following qualifications:
Minimum of 1 year recent experience servicing premium customers
Airline, lounge or travel industry experience required, including reservation experience
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, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received
Must exhibit the utmost professionalism and maintain a positive attitude in all interactions
The ability to rely and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment
Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do
Must be resourceful and capable of using the Internet effectively while providing assistance in a face to face customer environment
Ability to utilize and switch from multiple technology platforms with ease
Adapt to an ever changing environment and being resilient
Ability to work flexible shifts including nights, weekends, and holidays is essential
Light to moderate lifting may be required for certain job tasks
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day.
These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more.
For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
Learn more about us at:
https://www.americanexpress.com/careers
https://www.americanexpress.com/
https://www.facebook.com/AmericanExpressUS
https://www.instagram.com/americanexpress/
https://twitter.com/americanexpress
https://www.youtube.com/user/AmericanExpress
See our community guidelines at:
https://www.americanexpress.com/en-us/company/community-guidelines/
If you have a customer service issue or question, please visit www.americanexpress.com/contactus
