Premium Guest Services Coordinator Part Time ID-9841

About the position

The Premium Guest Services Coordinator (PCSC) is responsible for delivering exceptional customer service within the Premium Customer Services Group at American Airlines. This role involves leading and directing the work of other employees, ensuring a high standard of service for premium customers, and managing various operational tasks related to customer experience in lounges and clubs.

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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
  • Book and confirm flight reservations
  • Check premium customers in for their flights
  • Monitor flights to identify boarding times, delays, or disruptions
  • Issue customer tickets
  • Place customers on priority lists
  • Provide timely resolution of customers' travel issues
  • Contact the next level of customer service support to address unresolved customer issues
  • Document customer issues in the passenger name record (PNR)
  • Perform club enrollment or sales activities
  • Coordinate all services provided to elite status customers
  • Assist elite status customers as they move throughout terminals
  • Assist customers with their baggage
  • Monitor or maintain the appearance of the lounges or clubs
  • Communicate with business partners to ensure food and beverages are provided to customers
  • Oversee the activities of business partners providing services to the club(s) and/or lounge(s)
  • Assist customers with technology provided in the club(s) and/or lounge(s)
  • Reserve conference rooms for same-day travel requests
  • Coordinate services for any meetings occurring in conference rooms
  • Complete open or close procedures for club(s) and/or lounge(s)
  • Oversee the performance and appearance standards of all agents
  • Oversee the scheduling for all agents
  • 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
  • Complete daily shift reports to advise and inform other coordinators of club and/or lounge activities
  • Report to position on time, as scheduled, including mandatory overtime requirements
  • Complete job-relevant trainings
  • Adhere to company policies, procedures, and performance standards
  • Wear uniforms as required by company policy
  • Adhere to government regulations
  • Conduct transport check to ensure safe and timely transfers
  • Use multiple internal resources/systems 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
  • Must be able to secure appropriate airport authority and/or US Customs security badges
  • Actively demonstrate extraordinary customer service and customer engagement
  • Ability to work under pressure and handle multiple projects concurrently
  • Excellent salesmanship and interpersonal skills
  • 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
  • Prior travel industry experience
  • PC experience

Benefits

  • Travel Perks: Access to 365 destinations on more than 6,800 daily flights
  • Health Benefits: Access to health, dental, prescription, and vision benefits from day one
  • Wellness Programs: Tools and resources for personal well-being
  • 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

Premium Guest Services Coordinator Part Time ID-9841

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