Premium Guest Services Manager – Lounge Operations

American Airlines; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) Program

Employee discounts

Job summary

American Airlines seeks a Service Manager for Premium Guest Services Operations at CLT to lead lounge operations, oversee F&B and housekeeping through partners, and ensure maintenance of assets. You will manage budgets, train staff, and drive high-value customer experiences.

Based at Charlotte Douglas Intl. Airport, you will collaborate with internal teams and external partners, support audits, and travel as needed to uphold service excellence, with evening/weekend hours when required.

Qualifications

• Bachelor's degree or equivalent experience.
• 3 years face-to-face customer service experience.
• Experience leading teams or coordinating training.

Responsibilities

• Lead department operations and mentor staff as directed by the leader.
• Oversee large-scale food & beverage and housekeeping operations via third-party partners.
• Ensure lounges and assets receive preventive maintenance and repairs.
• Manage department budgets to hit financial targets and maximize performance.
• Assist in planning construction and refurbishment projects and coordinate admin tasks.
• Develop strong relationships with customers, partners, and regulators to support premium service.

Skills

People management

Budget management

Microsoft Office

Customer service excellence

Data analysis

Education

Bachelor's degree or equivalent experience

Tools

Budgeting software

CRM systems

Job description

American Airlines seeks a Service Manager for Premium Guest Services Operations at CLT to lead lounge operations, oversee F&B and housekeeping through partners, and ensure maintenance of assets. You will manage budgets, train staff, and drive high-value customer experiences.

Based at Charlotte Douglas Intl. Airport, you will collaborate with internal teams and external partners, support audits, and travel as needed to uphold service excellence, with evening/weekend hours when required.