Customer Experience Concierge – Centurion Lounge

About the role

The Member Service Professional (MSP) will be the face of American Express for premium Card Members visiting the Centurion Lounge at DCA Airport. You will deliver superior, personalized service, acting as a concierge, travel advisor, and lifestyle guide in a fast‑paced, team‑oriented environment.

Key responsibilities

• Welcome Card Members, manage lounge access and ensure a seamless arrival experience.
• Take ownership of each member’s journey from entry to departure, resolving issues promptly.
• Provide concierge and lifestyle recommendations, including travel consultation and limited reservation assistance.
• Collaborate with food‑and‑beverage partners to meet members’ needs.
• Maintain a customer‑first mindset, creating innovative solutions that foster brand loyalty.

Required profile

• Minimum 1 year of recent experience serving premium customers.
• Experience in airline, lounge, or travel industry preferred.
• Passion for proactive, high‑quality service and exceptional communication.
• Professional demeanor, positive attitude, and strong teamwork skills.
• Ability to make quick decisions, adapt to fast‑changing situations, and prioritize member experience.

Required skills

• Proficiency with multiple technology platforms and internet research.