Member Concierge Professional, Centurion NY

American Express•New York, NY

6d•Onsite

About The Position

The Membership Concierge Professional (MCP) delivers exceptional service to Card Members visiting Centurion New York. As a representative and brand ambassador for American Express, the MCP works collaboratively with the team to provide experiences aligned with the company’s brand promise. The role assists Centurion Card Members with travel, card servicing, concierge requests, and lifestyle services, tailoring products and services to their immediate needs and strengthening their relationship with American Express. The MCP also supports lounge operations by collaborating with food and beverage partners, checking in and authenticating guests, maintaining a clean and presentable lounge, and answering guest questions. The work schedule aligns with lounge operating hours. The Concierge Operations team works Monday through Sunday, 8:45 AM to 11:00 PM, subject to change based on business needs.

Requirements

At least 5 years of experience servicing premium customers, such as in the luxury lifestyle sector, personal assistance, concierge services, restaurants, airlines, or hotels.
Passion for serving customers with proactive solutions.
Excellent communication skills and the ability to delight customers in every interaction.
Strong listening skills to understand customer needs and make confident recommendations that support high customer satisfaction.
Professionalism and a positive attitude in all interactions.
Ability to collaborate effectively with colleagues.
Ability to make quick, effective decisions in unanticipated situations while prioritizing the Card Member experience.
Resourcefulness and proficiency using the Internet while assisting customers face-to-face.
Proficiency using and switching between multiple technology platforms, such as restaurant, customer servicing, and Microsoft Office systems.
Adaptability to a changing environment and resilience.
Ability to work flexible shifts, including nights, weekends, and holidays.
Ability to perform light to moderate lifting for certain job tasks.
Eligibility to work in the United States; American Express will not pursue visa sponsorship for these positions.

Responsibilities

Provide superior service to Card Members, ensuring seamless delivery of travel, card servicing, and concierge requests.
Recommend personalized products and services based on Card Members’ needs.
Collaborate with food and beverage lounge partners to accommodate Card Members.
Build strong relationships with Card Members and deliver outstanding service in every interaction.
Use multiple tools and communication channels, including Microsoft Office and other digital systems or applications.
Maintain accurate and detailed documentation.
Stay updated on Centurion products, benefits, and current offerings.
Collaborate with membership managers and align with portfolio managers to understand assigned portfolios’ profiles, preferences, histories, and expectations.
Execute and follow the building’s security requirements.
Check in and authenticate guests.
Ensure the lounge space is clean and presentable.
Greet and assist guests, provide customer service, and answer questions.
Lift bags or other objects as needed.