Service Manager, Premium Guest Services Operations

About the position

The Service Manager for Premium Guest Services Operations at American Airlines is responsible for leading the service delivery of lounge operations and managing the elite services portfolio. This role involves overseeing food and beverage operations, ensuring compliance with regulatory requirements, managing budgets, and promoting high-quality customer service to enhance customer loyalty and market share.

Responsibilities

• Assists with the overall leadership of the department as directed by the department leader.
• 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.
• 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 high quality customer service.
• Responsible for hiring, training, and ongoing coaching and counseling employees to ensure optimal performance.
• 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 representatives.
• Travel as needed.

Requirements

• Bachelor's degree or equivalent experience.
• 3 years face to face customer service experience.
• 3 years experience leading people or equivalent experience training.

Nice-to-haves

• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Ability to build teams and possess strong people skills.
• Proficient at recognizing and prioritizing opportunities as well as managing multiple projects.
• Ability to think creatively and make strong business decisions.
• Practical experience in accessing data and airline technical functions.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Flexible spending account
• Employee assistance program
• Pet insurance
• Travel perks
• Wellness programs
• 401(k) Program
• Discounts on hotels, cars, cruises and more