Elite Travel Concierge & Premium Support

American Airlines; Sacramento (CA); Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) after 1 year

Employee discounts

Job summary

American Airlines is seeking a customer service specialist to deliver premium support at the lounge and front desk, verifying eligibility for club access and assisting with reservations and seating. The role emphasizes hospitality, accuracy in ticket handling, and collaboration with premium service teams.

Responsibilities include coordinating with partners to provide meals, monitoring lounge standards, assisting with token programs, and guiding guests through airport processes while adhering to

Qualifications

• Must be able to read, write, speak, and comprehend English fluently.
• Minimum: bachelor’s degree or GED.
• Bilingual language abilities required in some locations.
• Must satisfy FAA security training for access to airport security zones if applicable.

Responsibilities

• Offer Premium Customer Support to all clients.
• Sign in clients and verify their right of entry to club(s) and/or lounge(s).
• Greet customers and assist with inquiries and lounge amenities including Wi‑Fi passwords.
• Verify flight reservations and use SABRE, QIK for changes where needed.
• Assist with elite customer services and concierge programs for members.
• Handle ticket issues: reissues, changes, cancellations and upgrades.
• Coordinate breakfast, meals, and beverages with partners for lounge service.
• Monitor lounge appearance and ensure proper signage and cleanliness.
• Assist with baggage handling and terminal guidance as required.
• Record and report customer issues in the PNR system.
• Support sales activities for Admiral’s memberships and co‑branded cards.
• Oversee services for partner programs like catering and suites.
• Assist with event room reservations and in‑house conferencing needs.
• Communicate escalated issues to premium services teams for resolution.
• Adhere to airline policies, DOT/FAA/TSA rules, and uniform standards.

Skills

Premium customer support

English fluency

Bilingual

Excellent communication

Hospitality experience

Sales skills

Professional appearance

Teamwork

Adaptability

Education

Bachelor's degree or GED

Job description

American Airlines is seeking a customer service specialist to deliver premium support at the lounge and front desk, verifying eligibility for club access and assisting with reservations and seating. The role emphasizes hospitality, accuracy in ticket handling, and collaboration with premium service teams.

Responsibilities include coordinating with partners to provide meals, monitoring lounge standards, assisting with token programs, and guiding guests through airport processes while adhering to