Customer Experience Concierge – Centurion Lounge

About the role

The Member Service Professional (MSP) delivers superior, face‑to‑face service to American Express Card Members at the Centurion Lounge in Phoenix Sky Harbor Airport. Acting as an ambassador of the brand, the MSP provides travel, card, concierge and lifestyle assistance, ensuring each member’s experience is exceptional.

Key responsibilities

• Welcome Card Members, manage lounge access and guide them through the reception process.
• Own the end‑to‑end customer experience, from arrival to departure.
• Develop innovative solutions to resolve issues and build brand loyalty.
• Apply the “Customer First” philosophy in every interaction.
• Provide concierge and lifestyle recommendations, as well as travel consultation and basic reservation assistance.
• Collaborate with food‑and‑beverage partners to meet member needs.
• Maintain lounge operations during hours of 06:00 am – 09:00 pm, seven days a week.

Required profile

• Minimum 1 year of recent experience serving premium customers, preferably in airline, lounge or travel environments.
• Reservation‑handling experience.
• Passion for proactive customer service and exceptional communication skills.
• Professional demeanor, positive attitude and strong teamwork orientation.
• Ability to make quick, effective decisions in a fast‑paced setting.
• Resourceful use of the Internet and multiple technology platforms.
• Adaptability to an ever‑changing environment.

Required skills