Member Services Professional - Centurion Lounge, San Francisco International Airport

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Job Description

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 San Francisco Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. 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 and concierge or 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.  

Member Service Professionals are responsible for: 

  • Delivering extraordinary everyday moments to our customers by booking travel, with a key focus in domestic and international air, car and hotel travel arrangements; as well as, fulfilling concierge or lifestyle servicing requests  
  • Being accountable and taking ownership of the customer’s experience from beginning to end  
  • Employing the Relationship Care® philosophy in meeting customers’ needs and expectations 
  • Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer  

Lounge Hours of operation are from Monday-Sunday 5AM-11PM local time, 365 days per year.  Candidate must be able to work between these hours and days. 


A successful candidate will possess the following qualifications:   

  • Minimum of 1-year recent experience selling domestic and international air required  
  • Passion for serving customers with proactive solutions  
  • Exhibits the utmost professionalism and maintains a positive attitude in all interactions  
  • 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  
  • Ability to remain cool under pressure and effectively multi-task while maintaining professional rapport with customers is essential  
  • Must be resourceful and capable of using the Internet effectively to research  
  • Have a can-do attitude and curiosity  
  • Adapt to an ever-changing environment and being resilient  
  • Ability to work flexible shifts including nights and weekends is essential.  

Highly Preferred:  

  • Understanding of American Express Card Products & Benefits, Membership Rewards and Concierge or lifestyle servicing / offerings  
  • Car and hotel travel services computer reservations experience  
  • Strong GDS experience (native) SABRE  
  • Previous customer facing experience within a travel agency, lounge a plus  

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
ReqID: 19020195
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 18, 2019, 6:12:38 PM