Member Concierge Professional, Centurion NY
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 a team to provide an experience aligned with the company’s brand promise. The role serves Centurion Card Members by assisting 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 welcomes, assists, checks in, and authenticates guests; collaborates with food and beverage lounge partners; helps maintain a clean and presentable lounge; and follows building security requirements. The role uses multiple communication channels, tools, and digital systems, maintains accurate documentation, and stays informed about Centurion products, benefits, and offerings. The schedule aligns with lounge operating hours. The Concierge Operations team works Monday through Sunday, 8:45 AM–11 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 or as a personal assistant, concierge, restaurant, airline, or hotel professional.
- Passion for servicing customers with proactive solutions.
- Excellent communication skills and the ability to delight customers in every interaction.
- Strong listening skills to understand customer needs and provide 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 in 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 and ensure 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’ needs.
- Build strong relationships with Card Members and provide outstanding customer service in every interaction.
- Use multiple tools and communication channels, including Microsoft Office such as Outlook and Word, 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 building security requirements.
- Check in and authenticate guests.
- Ensure the lounge space is clean and presentable.
- Greet and assist guests, provide customer service, and answer their questions.
- Lift bags or other objects as needed.
Benefits
- Competitive base salaries
- Bonus incentives
- 6% company match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need
- 20+ weeks of paid parental leave for all parents, regardless of gender, for pregnancy, adoption, or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors, depending on location
- Free and confidential counseling support through the Healthy Minds program
- Career development and training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
