Customer Experience Concierge

Jobtailor; Arlington (VA); On-site; USD 25,000 - 30,000; Full time

Job summary

American Express Centurion Lounge is hiring a Lounge Ambassador in Arlington, VA to deliver premium customer service to Card Members, provide access at reception, and own the member experience from start to finish.

The role requires proactive problem-solving, excellent communication, and the ability to adapt in a fast-paced lounge environment with flexible shifts including nights and weekends.

Qualifications

• Minimum of 1 year experience servicing premium customers.
• Airline/lounge/travel industry experience preferred.
• Strong communication and listening skills.
• Ability to provide confident recommendations and solutions.

Responsibilities

• Deliver superior service to Card Members at the Centurion Lounge.
• 10

Skills

Customer service

Communication

Problem solving

Teamwork

Adaptability

Decision making

Tech savvy

Shift flexibility

Education

High school diploma or equivalent

Tools

CRM systems

Reservation systems

Lounge technology

Job description

• Deliver superior service to Card Members visiting the American Express Centurion Lounge at DCA Airport
• Welcome Card Members and provide access upon arrival at reception
• Own the customer experience from beginning to end
• Resolve customer issues and concerns in innovative ways to build brand loyalty
• Apply the Customer First philosophy to meet customer needs and expectations
• Provide concierge and lifestyle recommendations
• Provide travel consultation and minimal reservation assistance
• Accommodate Card Member needs by partnering with food and beverage lounge partners
• Tailor products and services to immediate needs and deepen Card Member relationships
• Work cohesively with the lounge team as a brand ambassador
• Provide travel, card, concierge, and lifestyle services
• Work within lounge operating hours of 5:00 AM–9:00 PM Sunday–Friday and 5:00 AM–7:00 PM Saturday, subject to business need

Requirements

• Minimum of 1 year recent experience servicing premium customers
• Airline, lounge or travel industry experience preferred
• Travel reservation experience a plus
• Passion for servicing customers with proactive solutions
• Exceptional communication skills
• Ability to listen to customer needs and offer confident recommendations
• Utmost professionalism and positive attitude in all interactions
• Ability to collaborate with colleagues in a fast-paced team environment
• Ability to make quick, effective decisions during unanticipated situations
• Resourceful and capable of using the Internet effectively in a face-to-face customer environment
• Ability to use and switch between multiple technology platforms with ease
• Adaptability and resilience in a changing environment
• Ability to work flexible shifts, including nights, weekends, and holidays
• Light to moderate lifting may be required for certain job tasks
• Employment eligibility to work with American Express in the U.S. is required; the company will not pursue visa sponsorship

Core Competencies

Demonstrates expertise in delivering exceptional customer service and building brand loyalty through proactive solutions and effective communication. Capable of providing tailored travel and concierge services while collaborating in a fast-paced team environment.

Highest-signal resume keywords

• Customer Service Experience
• Travel Reservation Experience
• Exceptional Communication Skills
• Problem-Solving Skills
• Team Collaboration

ATS Optimization Keywords

Hard Skills

• Travel Consultation
• Concierge Services
• Customer Relationship Management
• Reservation Assistance
• Lounge Operations

Soft Skills

• Professionalism
• Positive Attitude
• Adaptability
• Resourcefulness
• Decision-Making

Industry Keywords

• Airline Industry
• Lounge Experience
• Premium Customer Service
• Customer First Philosophy

Tools & Technologies

• Technology Platforms
• Internet Navigation