Intro
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you'll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
Why you'll love this job
This job is a member of the Premium Guest Services Team within the Customer Experience Division.
Responsible for overseeing the operations of the Admirals Club lounge, Flagship lounge, Flagship/International First Class Dining, Elite Services, Executive Center and the activity of all staff to ensure that members and guests are provided with a superior experience in a large hub environment.
This position is based at ORD with oversight of DEN and STL.
Salary range: $96,000 to $131,000
What you'll do
Oversees all aspects of running 4 clubs, Elite and 5 Star services in daily hub operation including staffing, customer service, F&B product execution, vendor operations, facility maintenance, employee coaching/counseling, collective bargaining agreement and training initiatives
Manages all local vendor relationships including F&B, janitorial, laundry services, and ramp transfer driver ops to ensure superior execution in service and product
Receives, reviews, and disseminates all communications related to PCS operations including training bulletins, departmental updates, and general airport/station advisories
Liaises across multiple workgroups including PCS Ops Strategy, Marketing, Loyalty, local Customer Care, Corporate Real Estate, and Facility Maintenance to provide assistance as needed, and to ensure efficient local operations
Maintains proper staffing levels through recruitment, hiring and training of high-quality employees
Acts as the local point of contact to provide planning input and eventual implementation for all strategic company initiatives including lounge update/renovation projects, product upgrades, and service improvement programs
Interacts with customers and handle escalations as necessary
Communicates with Front-line employees, elite and high-value customers, station management (Customer Care and other station depts), Vendors, other internal HDQ partners (i.e. Marketing), union and departmental leadership, and peer managers
Coordinates daily lounge and elite service operations and directs all Premium Customer Services Representatives (PCSRs), management team and contract vendors to ensure exemplary operations
Responsible for all aspects of facility maintenance and lounge cleanliness, and is key operational point of contact for large-scale construction projects
Responsible for hiring, training and supervising all personnel
Coaches and counsels employees, prepares and explains operating budget
Manages all aspects of the operation and has accountability to goals pertaining to budget, performance and customer service
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
Bachelor's degree in related field or equivalent experience/training
2 years airline operations experience
2 years of demonstrated experience leading and managing teams
Preferred Qualifications- Education & Prior Job Experience
?N/A
Skills, Licenses & Certifications
Knowledge of Microsoft Office to include Word, Excel, PowerPoint, etc.
Ability to modify, correct, and resolve issues/problems in processes with the help of existing procedures, norms and processes to touch customer service/operating situations and existing work methods
Ability to effectively manage multiple projects with competing priorities, deadlines, and business values
Ability to inspire and influence others to perform at optimal levels and deliver outstanding results
Ability to be flexible and adaptable in an evolving environment
What you'll get
Feel free to take advantage of all that American Airlines has to offer:
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you'll have access to your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself - that's why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel free to be yourself at American
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.
EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY
American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.
