Customer Experience Concierge Centurion Lounge - LAX

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About the position

The Customer Experience Concierge at the Centurion Lounge in LAX is responsible for delivering exceptional service to American Express Card Members. This role involves acting as an ambassador for the brand, providing concierge and lifestyle services, and ensuring a high level of customer satisfaction in a fast-paced environment. The position requires a proactive approach to resolving customer issues and creating a welcoming atmosphere for guests.

Responsibilities

  • Welcome and provide access to Card Members upon arrival at reception.
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  • Take ownership of the customer's experience from beginning to end.
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  • Create innovative solutions to resolve customer issues and win brand loyalty.
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  • Employ the Customer First philosophy to meet customer needs and expectations.
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  • Provide concierge and lifestyle recommendations.
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  • Assist with travel consultations and minimal reservation assistance.
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  • Collaborate with food and beverage lounge partners to accommodate Card Members' needs.

Requirements

  • Minimum of 1 year recent experience servicing premium customers.
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  • Experience in the airline, lounge, or travel industry, including reservation experience.
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  • Passion for servicing customers with proactive solutions.
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  • Exceptional communication skills to delight customers with every interaction.
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  • Ability to listen to customer needs and offer confident recommendations.
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  • Professionalism and a positive attitude in all interactions.
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  • Ability to collaborate effectively in a fast-paced team environment.
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  • Quick decision-making skills in unanticipated situations.
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  • Resourcefulness and capability to use the Internet effectively in a customer-facing environment.
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  • Ability to switch between multiple technology platforms with ease.
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  • Adaptability to an ever-changing environment and resilience.
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  • Willingness to work flexible shifts, including nights, weekends, and holidays.

Nice-to-haves

Benefits

  • Dental insurance
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  • Health insurance
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  • Life insurance
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  • Paid parental leave
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  • Retirement plan
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  • Vision insurance
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