About American Express
At American Express, we're committed to backing our customers, communities, and each other. As a global and diverse community of colleagues, we strive to create a career journey that's unique and meaningful to each individual. With benefits, programs, and flexibility that support our colleagues personally and professionally, we empower them to progress in incredible ways. Our company values and powerful backing promise to provide the world's best customer experience every day, with integrity, and in an environment where everyone feels seen, heard, and belongs.
Job Description
The Centurion Lounge Assistant Team Leader is a mentored position that supports the Team Leader in coaching a team of highly skilled and motivated Member Service Professionals (MSPs) who provide travel, card, concierge, and lifestyle services to American Express Card Members visiting the American Express Centurion Lounge, located in the George Bush Intercontinental Airport (IAH) Airport. A successful Assistant Team Leader has a passion for delivering extraordinary service and will have a strong desire to further develop their leadership ability, through mentorship, to inspire the team to work together to drive outstanding business results.
Key Responsibilities
- Work with the Team Leader to monitor customer interactions to ensure extraordinary service
- Coach direct reports and the overall team on individual performance goals, using performance metrics and reporting to drive performance and business results
- Mentor with the Team Leader to provide consistent and ongoing coaching and feedback to ensure the team is performing at their highest levels
- Create a cohesive team environment, coaching direct reports and the overall team to provide a high-touch, premium experience for all lounge guests
- Support the Team Leader in evaluating team performance and creating development and action plans, on an individual level, which are owned and driven by each team member
- Work closely with food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors
- Take an active role in promotional in-house events and identify opportunities to improve operations within the Centurion Lounge, creating and implementing creative solutions to grow the business in tandem with the Team Leader
- Challenging yourself and the team to "raise the bar" by driving continuous improvement
Essential Qualifications
A successful candidate will have the following qualifications:
- Minimum 2 years' proactive customer service experience (premium servicing a plus)
- Minimum 2 years' supervisory experience or proven track record as a high-performing MSP
- Airline, lounge, or travel industry experience highly preferred, including reservation experience
- Demonstrated passion for service with the ability to resolve customer issues and concerns
- Ability to successfully understand and implement policies, procedures, and programs
- Strong written, verbal, and presentation skills
- Ability to manage and resolve conflict
- Ability to drive and measure business results
- Strong analytical and creative problem-solving skills
- Detail-oriented with strong organizational and prioritization skills who can work well under pressure
- Ability to work flexible shifts, including nights, weekends, and holidays
- Light to moderate lifting may be required for certain job tasks
Preferred Qualifications
A successful candidate will also have the following preferred qualifications:
- Experience working in a fast-paced, dynamic environment
- Proven track record of driving business results and improving operations
- Strong leadership and coaching skills
- Ability to work effectively in a team environment
- Strong communication and interpersonal skills
Skills and Competencies
A successful Assistant Team Leader will possess the following skills and competencies:
- Leadership and coaching skills
- Strong communication and interpersonal skills
- Ability to work effectively in a team environment
- Strong analytical and creative problem-solving skills
- Detail-oriented with strong organizational and prioritization skills
- Ability to work well under pressure
- Strong written, verbal, and presentation skills
- Ability to manage and resolve conflict
- Ability to drive and measure business results
Career Growth Opportunities and Learning Benefits
At American Express, we're committed to helping our colleagues grow and develop their careers. As an Assistant Team Leader, you'll have the opportunity to:
- Develop your leadership and coaching skills
- Gain experience working in a fast-paced, dynamic environment
- Improve your analytical and creative problem-solving skills
- Develop strong communication and interpersonal skills
- Work effectively in a team environment
- Drive business results and improve operations
Work Environment and Company Culture
As an Assistant Team Leader, you'll work in a fast-paced, dynamic environment where you'll have the opportunity to:
- Work with a team of highly skilled and motivated Member Service Professionals (MSPs)
- Provide travel, card, concierge, and lifestyle services to American Express Card Members
- Work in a state-of-the-art lounge environment
- Develop strong relationships with customers and colleagues
- Drive business results and improve operations
At American Express, we're committed to creating a culture that's inclusive, diverse, and supportive. We believe that our colleagues are our greatest asset, and we're dedicated to providing them with the support and resources they need to succeed.
Compensation, Perks, and Benefits
As an Assistant Team Leader, you'll be compensated with a competitive salary, bonus, and benefits package that includes:
- Competitive base salary
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Conclusion
If you're a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As an Assistant Team Leader, you'll have the chance to develop your leadership and coaching skills, work in a fast-paced and dynamic environment, and drive business results and improve operations. Join our team and let's lead the way together!
How to Apply
To apply for this exciting opportunity, please click on the link below:
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