Member Service Professional / Travel and Concierge, Centurion Lounge

Company: American Express
Location: Mantua
Posted on: April 10, 2021

Job Description:

Member Service Professional / Travel and Concierge, Centurion Lounge - Philadelphia International Airport

Job Code: 028697 - Counselor I-Service Delivery

Job Descriptions

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 Philadelphia 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.

MSPs Do This By

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.

• 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 05:30AM - 9:00PM MONDAY-SUNDAY. Hours are subject to change due to business needs
  
  Qualifications
  
  Minimum Qualifications
  
  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 to research
  • 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
    American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.
    
    ReqID:
    Schedule (Full-Time/Part-Time): Full-time
    Date Posted: Apr 5, 2021, 3:59:52 PM

Keywords: American Express, Philadelphia , Member Service Professional / Travel and Concierge, Centurion Lounge , Hospitality & Tourism , Mantua, Pennsylvania