Customer Experience Concierge, Centurion… at American… · Ronald…

Summary: American Express is seeking a Customer Experience Concierge for their Centurion Lounge at DCA Airport. The role involves delivering exceptional service to Card Members, acting as ambassadors of the brand, and providing tailored travel and lifestyle assistance. Responsibilities: - 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 Required Qualifications: - Minimum of 1 year recent experience servicing premium customers - 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 Preferred Qualifications: - Airline, lounge or travel industry experience is preferred (Travel reservation experience a plus) Required Skills: Travel reservation, Concierge services, Internet usage, Multi-platform technology usage Benefits: Competitive base salaries, Bonus incentives, 6% Company Match on retirement savings plan, Free financial coaching and financial well-being support, Comprehensive medical, dental, vision, life insurance, and disability benefits, Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need, 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy, Free access to global on-site wellness centers staffed with nurses and doctors (depending on location), Free and confidential counseling support through our Healthy Minds program, Career development and training opportunities