Customer Experience Concierge, Centurion Lounge - DCA

Member Service Professional / Travel and Concierge, Centurion Lounge – DCA Airport

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 DCA 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