Premium Lounge Operations Manager

American Airlines; Chicago, Northern (IL, KY); Hybrid; USD 71,000 - 100,000; Full time

Benefits offered by this job

Travel Perks

Health benefits

Wellness programs

401(k) program

Additional benefits

Job summary

American Airlines is seeking a Service Manager, Premium Guest Services for ORD to lead the lounge operations and oversee the elite services portfolio at Chicago O'Hare with responsibility for related teams.

You will manage department budgets, coordinate with third-party partners, and drive premium guest experiences for high-value customers while mentoring managers and staff to uphold AA's high standards.

Qualifications

• High School diploma or GED Equivalency.
• 5 years face to face customer service experience.
• Bachelor’s degree in relevant field.
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Ability to build and lead teams.
• Ability to multi-task and work independently to an effective result.
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable

Responsibilities

• Oversees large scale food, beverage, and housekeeping operations through third-party partnerships.
• Ensures proper preventive maintenance and repairs of lounges and other company assets.
• Manages department operating budgets to achieve financial targets and maximize performance.
• Assists in planning and coordinating construction and refurbishment projects.
• Completes, organizes, or delegates broad scope of administrative work.
• Creates work, schedule bids, and facilitating coverage, according to the CWA/IBT contract.
• Develops and maintains positive relationships with internal and external customers, strategic business partners, airport authorities, regulatory agencies, and vendors.
• Ensures compliance with all audit and regulatory requirements.
• Promotes customer loyalty and helps drive premium customer market share by ensuring all employees deliver a high quality customer experience.
• Hires, trains, coaches, and counsels employees to ensure optimal performance, according to CWA/IBT contract
• Acts as a local advocate for the high value customer experience
• Supports relationships with airline alliance partners and their high value customers
• Ensures employee productivity and compliance with AA’s work environment policies
• Guides and mentors developing managers, representatives and coordinators
• Demonstrates consistent employee engagement through staff meetings, documented employee recognition and accountability, annual performance reviews and other tangible examples
• Conducts hiring and ensures effective onboarding and training

Skills

Ability to build and lead teams

Ability to multi-task and work autonom

Customer service experience

FAA background check eligibility

Education

High School diploma or GED Equivalency

Bachelor’s degree in relevant field

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Job description

American Airlines is seeking a Service Manager, Premium Guest Services for ORD to lead the lounge operations and oversee the elite services portfolio at Chicago O'Hare with responsibility for related teams.

You will manage department budgets, coordinate with third-party partners, and drive premium guest experiences for high-value customers while mentoring managers and staff to uphold AA's high standards.