Manager, Premium Guest Services Operations

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 Customer Planning 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.