Customer Experience Concierge, Centurion Lounge - DEN Airport

American Express

  • Denver, CO
  • $25.50-26.75 per hour
  • Permanent
  • Full-time
  • 9 days ago
At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this 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.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 Denver 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.How will you make an impact in this role?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 - 10:00PM SUNDAY-SATURDAY. Hours are subject to change due to business need.Minimum QualificationsA successful candidate will possess the following qualifications:Minimum of 1-year recent experience servicing premium customersPassion for servicing customers with proactive solutionsExceptional communication skills, delighting the customer with every single interactionThe ability to listen to the customer's needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they receivedMust exhibit the utmost professionalism and maintain a positive attitude in all interactionsThe ability to rely on and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environmentAbility to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members' experience at the forefront of everything you doMust be resourceful and capable of using the Internet effectively while providing assistance in a face-to-face customer environmentAbility to utilize and switch from multiple technology platforms with easeAdapt to an ever-changing environment and being resilientAbility to work flexible shifts including nights, weekends, and holidays is essentialLight to moderate lifting may be required for certain job tasksPreferred Qualifications
  • Minimum of 1-year recent experience servicing premium customers
  • Airline, lounge or travel industry experience is preferred, including reservation experience
Salary Range: $25.50 to $26.75 hourly + bonus + benefitsThe above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
  • 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
For a full list of Team Amex benefits, visit our .American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.US Job Seekers - Click to view the “ ” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window:Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

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