Premium Guest Services Coordinator Full Time

About the position

American Airlines is seeking Full Time Premium Guest Services Coordinator at the Charlotte Douglas International Airport. The Premium Customer Services Coordinator (PCSC) will be responsible for the overall performance within the PCSC work area. In addition, the PCSC is a working member of the Premium Customer Services Group. PCSCs may be required to lead and direct the work of other employees. Starting pay is $22.07 per hour.

Responsibilities

• Provide premium customer service to all customers
• Register customers and verify their access to club(s) and/or lounge(s)
• Greet customers by completing all guest experience items (e.g., greet customers using their name when possible, ensure name tag is visible, provide WIFI password, ask how you can assist)
• Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK])
• Check premium customers in for their flights (e.g., flight changes, rebooking, passport verification swipe)
• Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needs
• Issue customer tickets (e.g., day of departure, reissues, future tickets)
• Place customers on priority lists (e.g., upgrades, standby)
• Provide timely resolution of customers' travel issues
• Contact the next level of customer service support (i.e., premium services CSCs or CSMs) to address unresolved customer issues, as needed
• Document customer issues in the passenger name record (PNR)
• Perform club enrollment or sales activities (e.g., Admiral's Club, credit card memberships)
• Coordinate all services provided to elite status customers (e.g., Concierge Key program and Five Star service)
• Assist elite status customers (e.g., Concierge Key, Five Star Members) as they move throughout terminals
• Assist customers with their baggage, as needed
• Monitor or maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
• Communicate with business partners to ensure food and beverages are provided to club and/or lounge customers at all times
• Oversee the activities of business partners providing services (e.g., catering, sanitation) to the club(s) and/or lounge(s)
• Assist customers with technology provided in the club(s) and/or lounge(s)
• Reserve conference rooms (e.g., 1 hour) for same-day travel requests
• Coordinate services for any meetings occurring in conference rooms (e.g., food for the meetings)
• Complete open or close procedures for club(s) and/or lounge(s)
• Oversee the performance and appearance standards of all agents working in club(s) and/or lounge(s)
• Oversee the scheduling for all agents working in club(s) and/or lounge(s)
• Address escalated customer issues or concerns
• Evaluate and address staffing needs based on volume and irregular operations
• Train employees regarding the operations and norms of the customer service club(s) and/or lounge(s)
• Conduct liquor inventory audit with beverage business partner
• Monitor KeyStar system to arrange appropriate services for customers (e.g., government officials, OneWorld, Concierge Key, FiveStar)
• Complete daily shift reports to advise and inform other coordinators of club and/or lounge activities
• Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Complete job-relevant trainings
• Adhere to company policies, procedures, and performance standards
• Wear uniforms as required by company policy
• Adhere to government regulations (e.g., DOT, FAA, TSA)
• Conduct transport check to ensure safe and timely transfers
• Use multiple internal resources/systems, including during customer interactions

Requirements

• High school diploma or GED
• Must be able to read, write, fluently speak and understand the English language
• Bilingual language skills required in some locations
• 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
• Actively demonstrate extraordinary customer service and customer engagement in an environment of hospitality
• Ability to work under pressure, handle a multitude of projects concurrently while paying close attention to detail and customer service
• Excellent salesmanship skills/interpersonal skills with ability to interact effectively with all levels of management and public contact
• Service-oriented and self-motivated with a high level of professionalism
• Able to attend training classes in Dallas/Fort Worth, Texas
• Prior customer hospitality experience strongly preferred
• Maintain a well-groomed and professional appearance
• Excellent communication skills
• Prior travel industry experience preferred
• PC experience preferred
• Strong organizational and administrative skills required
• Ability to work irregular and/or extended hours, including weekends and holidays
• Must report to work on a regular and timely basis

Nice-to-haves

• Prior customer hospitality experience strongly preferred
• Prior travel industry experience preferred
• PC experience preferred

Benefits

• Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: Access to health, dental, prescription and vision benefits from day one.
• Wellness Programs: Tools, resources and support to help you be the best version of yourself.
• 401(k) Program: Available upon hire with employer contributions after one year.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.