Customer Experience Concierge – Centurion Lounge JFK

About the role

The Member Service Professional (MSP) will be the face of American Express at the Centurion Lounge in JFK International Airport, delivering premium service to Card Members. You will act as a concierge, travel advisor, and lifestyle guide, ensuring each member’s visit is memorable and aligned with the brand promise.

Key responsibilities

• Welcome Card Members, manage lounge access and guide them through the experience.
• Own the end‑to‑end customer journey, from arrival to departure.
• Resolve issues creatively to build loyalty and turn members into brand advocates.
• Provide concierge and lifestyle recommendations, including travel consultation and basic reservation assistance.
• Collaborate with food and beverage partners to meet members’ needs.
• Maintain lounge operations during hours of 5:00 am – 10:00 pm, seven days a week.

Required profile

• Minimum of 1 year recent experience serving premium customers; airline, lounge or travel experience preferred.
• Passion for proactive, solution‑focused service.
• Exceptional communication skills and a professional, positive attitude.
• Strong teamwork orientation and ability to make quick decisions in a fast‑paced environment.
• Resourceful use of the Internet and comfort switching between multiple technology platforms.

Required skills