Premium Guest Services Representative Full Time

About the position

As a Premium Guest Services Representative at American Airlines, you will serve as an ambassador for the airline, providing exceptional hospitality and customer service to our most valued customers. This role is pivotal in ensuring that our premium customers receive extraordinary service in a positive, enthusiastic, and courteous manner. You will be responsible for a variety of tasks that enhance the customer experience, including ticketing, problem resolution, and providing information about our services. Starting pay for this position is $19.07 per hour, and you will have the opportunity to grow your expertise while enjoying the benefits of working for a leading airline. In this role, you will engage with customers directly, assisting them with their travel needs and ensuring they have a seamless experience from check-in to boarding. You will be responsible for registering customers, verifying their access to lounges, and greeting them warmly. Your duties will also include booking and confirming flight reservations, checking customers in for their flights, and monitoring flights for any changes that may affect their travel plans. You will need to provide timely resolutions to any travel issues that arise and document customer interactions accurately. Additionally, you will coordinate services for elite status customers, assist with baggage, and maintain the appearance of lounges. You will also be involved in administrative tasks such as conducting inventory audits and ensuring compliance with company policies and government regulations. This position requires a commitment to providing outstanding customer service and the ability to work under pressure while managing multiple tasks effectively.

Responsibilities

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  Provide premium customer service to all customers
  
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  Register customers and verify their access to club(s) and/or lounge(s)
  
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  Greet customers by completing all guest experience items
  
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  Book and confirm flight reservations
  
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  Check premium customers in for their flights
  
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  Monitor flights to identify boarding times, delays, or disruptions
  
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  Issue customer tickets
  
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  Cancel passenger reservations as requested
  
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  Place customers on priority lists
  
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  Provide timely resolution of customers' travel issues
  
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  Contact the next level of customer service support as needed
  
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  Document customer issues in the passenger name record (PNR)
  
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  Perform club enrollment or sales activities
  
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  Coordinate all services provided to elite status customers
  
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  Assist elite status customers as they move throughout terminals
  
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  Assist customers with their baggage as needed
  
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  Monitor or maintain the appearance of the lounges or clubs
  
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  Communicate with business partners to ensure food and beverages are provided to customers
  
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  Oversee the activities of business partners providing services to the club(s) and/or lounge(s)
  
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  Assist customers with technology provided in the club(s) and/or lounge(s)
  
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  Reserve conference rooms for same-day travel requests
  
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  Coordinate services for any meetings occurring in conference rooms
  
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  Complete open or close procedures for club(s) and/or lounge(s)
  
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  Address escalated customer issues or concerns
  
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  Conduct liquor inventory audit with beverage business partner
  
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  Monitor KeyStar system to arrange appropriate services for customers
  
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  Report to position on time, as scheduled, including mandatory overtime requirements
  
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  Complete job-relevant trainings
  
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  Adhere to company policies, procedures, and performance standards
  
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  Wear uniforms as required by company policy
  
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  Adhere to government regulations
  
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  Use multiple internal resources/systems during customer interactions
  

Requirements

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  High school diploma or GED
  
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  Must be able to read, write, fluently speak and understand the English language
  
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  Bilingual language skills required in some locations
  
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  Must fulfill FAA criminal background checks
  
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  Must be able to secure appropriate airport authority and/or US Customs security badges
  
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  Actively demonstrate extraordinary customer service and customer engagement
  
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  Ability to work under pressure and handle multiple projects concurrently
  
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  Excellent salesmanship and interpersonal skills
  
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  Service-oriented and self-motivated with a high level of professionalism
  
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  Able to attend training classes in Dallas/Fort Worth, Texas
  
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  Prior customer hospitality experience strongly preferred
  
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  Maintain a well-groomed and professional appearance
  
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  Excellent communication skills
  
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  Prior travel industry experience preferred
  
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  PC experience preferred
  
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  Strong organizational and administrative skills required
  
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  Ability to work irregular and/or extended hours, including weekends and holidays
  
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  Must report to work on a regular and timely basis
  

Nice-to-haves

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  Prior customer hospitality experience
  
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  Prior travel industry experience
  
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  PC experience
  

Benefits

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  Travel Perks: Access to 365 destinations on more than 6,800 daily flights
  
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  Health Benefits: Access to health, dental, prescription, and vision benefits from day one
  
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  Wellness Programs: Tools and resources for personal well-being
  
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  401(k) Program: Available upon hire with employer contributions after one year
  
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  Employee Assistance Program
  
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  Pet insurance
  
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  Discounts on hotels, cars, cruises, and more