Assistant Team Leader – Centurion Lounge (Phoenix)

About the role

The Assistant Team Leader supports a team of Member Service Professionals delivering premium travel, card, concierge and lifestyle services to American Express Card Members in the Centurion Lounge at Phoenix Sky Harbor Airport. This role combines hands‑on coaching, performance management and operational oversight to ensure an extraordinary guest experience.

Key responsibilities

• Create a cohesive, high‑touch team environment and coach MSPs to deliver premium service.
• Set and monitor individual and team performance goals using metrics and reporting.
• Communicate changes, manage staffing coverage 365 days a year, and fill in when needed.
• Evaluate performance, develop action plans, and drive continuous improvement.
• Collaborate with food‑and‑beverage partners to enhance the lounge experience.
• Lead in‑house promotional events and identify operational improvement opportunities.
• Maintain lounge coverage during operating hours (6 am‑9 pm) and adapt to schedule changes.

Required profile

• Minimum 2 years proactive customer‑service experience (premium service a plus).
• At least 2 years supervisory experience.
• Experience in airline, lounge or travel industry, including reservations.
• Strong passion for service and ability to resolve customer issues.
• Excellent written, verbal and presentation skills.
• Proven conflict‑management and analytical abilities.
• Capability to understand and implement policies, procedures and programs.

Required skills