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Customer Experience Concierge Centurion Lounge – Denver Airport

American Express

Job Description:

Job Descriptions:

The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the Denver Internatial Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.

It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day. MSPs do this by:

· Welcoming and providing access to our 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 customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer

· Employing the Customer First philosophy in meeting customers’ needs and expectations

· Providing concierge and lifestyle recommendation

· Providing travel consultation and minimal reservation assistance

· Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners

Lounge Hours of operation are from 05:00am – 09:00pm Monday – Sunday. Hours are subject to change due to business need.


A successful candidate will possess the following qualifications:

· Minimum of 1 year recent experience servicing premium customers

· Airline, lounge or travel industry experience is preferred (Travel reservation experience a plus)

· Passion for servicing customers with proactive solutions

· Exceptional communication skills, delighting the customer with every single interaction

· The ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received

· Must exhibit the utmost professionalism and maintain a positive attitude in all interactions

· The ability to rely and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment

· Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do

· Must be resourceful and capable of using the Internet effectively while providing assistance in a face to face customer environment

· Ability to utilize and switch from multiple technology platforms with ease

· Adapt to an ever changing environment and being resilient

· Ability to work flexible shifts including nights, weekends, and holidays is essential

· Light to moderate lifting may be required for certain job tasks

  • Salary Range : $44,500 + 5% Annual Bonus
  • Additional Compensation : Position is eligible for a bonus, amount is based on company and individual performance
  • Benefits :

COVID-19 Disclaimer: A part of the requirement to be employed by American Express is that all Member Service Professional’s in the Centurion Lounge must be fully vaccinated.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

US Job Seekers/Employees – Click here to view the “ ” poster and supplement and the . If the links do not work, please copy and paste the following URLs in a new browser window: to access the three posters.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

US Job Seekers/Employees – to view the “ ” poster and supplement and the .

If the links do not work, please copy and paste the following URLs in a new browser window: to access the three posters.

Expected salary: $44500 per year USD

Job date: Thu, 06 Oct 2022 22:16:10 GMT

Customer Experience Concierge Centurion Lounge – Denver Airport

To apply for the job click here

Customer Experience Concierge Centurion Lounge – Denver Airport

To apply for the job click here

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American Express

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