Overview
As a Member Service Professional (MSP) in the Centurion Lounge at London Heathrow Airport, you will deliver superior service to Card Members. MSPs are the face of American Express to our customers, acting as ambassadors of the brand. You will work as a cohesive team to excite customers and deliver on the brand promise, tailoring our products and services to meet Card Members’ immediate needs and deepen their relationship with American Express.
Responsibilities
* Welcoming and providing access to Card Members upon arrival at reception
* Being accountable and taking ownership of the customer’s experience from beginning to end
* Creating innovative ways to resolve customer issues or concerns to win brand loyalty
* Employing the Customer First philosophy in meeting customers’ needs and expectations
* Providing concierge and lifestyle recommendations
* Providing travel consultation and minimal reservation assistance
* Accommodating the needs of Card Members by partnering with food and beverage lounge partners
Lounge hours of operation are 05:30am–10:00pm, Monday–Sunday. Hours are subject to change based on business need.
Minimum Qualifications
* Minimum of 1 year recent experience servicing premium customers
* Airline, lounge or travel industry experience required, including reservation experience
* Passion for servicing customers with proactive solutions
* Exceptional communication skills, delighting the customer with every interaction
* Ability to listen to the customer’s needs and offer confident recommendations to achieve high satisfaction
* Professionalism and a positive attitude in all interactions
* Ability to collaborate with colleagues in a fast-paced lounge environment
* Ability to make quick and effective decisions in unanticipated situations, prioritizing the Card Members’ experience
* Resourcefulness and ability to use the Internet effectively for research
* Adaptability to changing environments and resilience
* Ability to work flexible shifts including nights, weekends, holidays, and additional hours as needed
* Light to moderate lifting may be required
* Employment eligibility to work with American Express in the UK (visa sponsorship not provided)
Benefits
* Competitive base salaries
* Bonus incentives
* Support for financial well-being and retirement
* Comprehensive medical, dental, vision, life insurance, and disability benefits (location-dependent)
* Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
* Generous paid parental leave policies (location-dependent)
* Free access to global on-site wellness centers (location-dependent)
* Free and confidential counseling through Healthy Minds
* Career development and training opportunities
Offer of employment is conditioned upon successful completion of a background verification check, subject to applicable laws and regulations.
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