Customer Experience Concierge – Centurion Lounge (CLT)

About the role

The Customer Experience Concierge will be the face of American Express at the Centurion Lounge in Charlotte (CLT) Airport. You will deliver superior, personalized service to premium Card Members, acting as a trusted advisor for travel, concierge and lifestyle needs.

Key responsibilities

• Welcome Card Members, manage lounge access and ensure a seamless arrival experience.
• Own the end‑to‑end customer journey, resolving issues creatively to build brand loyalty.
• Apply the “Customer First” philosophy in every interaction.
• Provide concierge, lifestyle recommendations and basic travel reservations.
• Collaborate with food‑and‑beverage partners to meet member needs.

Required profile

• Minimum 1 year of recent experience serving premium customers, preferably in airline, lounge or travel environments.
• Strong communication skills and a passion for proactive, solution‑focused service.
• Professional demeanor, positive attitude and ability to work in a fast‑paced, team‑oriented setting.
• Quick decision‑making, resourcefulness and comfort using multiple technology platforms.
• Flexibility to work nights, weekends and holidays; ability to perform light to moderate lifting.

Required skills