Service Manager, Premium Guest Services Operations

American Airlines Group • Philadelphia, PA

275d

About The Position

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! This job is a member of the Customer Planning Team within the Customer Experience Division. Responsible for leading the service delivery of lounge operations and the elite services portfolio.

Requirements

• Bachelor's degree or equivalent experience
• 4 years experience leading people or equivalent experience training
• 4 years face to face customer service experience

Nice To Haves

• Project management experience
• Experience leading unionized team members
• Experience in the hospitality industry

Responsibilities

• Oversees large scale food & beverage and housekeeping operations through third-party partnerships
• Ensures proper preventive maintenance and repairs of lounges and other company assets
• Manages department operating budgets to achieve financial targets and maximize performance
• Assists in planning and coordinating construction and refurbishment projects
• Completes, organizes or delegates broad scope of administrative work
• Develops and maintains positive relationships with internal and external customers, strategic business partners, airport authorities, regulatory agencies and vendors
• Ensures compliance with all audit and regulatory requirements
• Promotes customer loyalty and helps drive premium customer market share by ensuring all employees deliver high quality customer service
• Responsible for hiring, training, and ongoing coaching and counseling employees to ensure optimal performance
• Acts as a local advocate for the high value customer experience
• Supports relationships with airline alliance partners and their high value customers
• Ensures employee productivity and compliance with AA's work environment policies
• Guides and mentors developing representatives
• Travel as needed

Benefits

• Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: Access to health, dental, prescription and vision benefits from day one.
• Wellness Programs: Tools, resources and support to help you be the best version of yourself.
• 401(k) Program: Available upon hire with employer contributions after one year.
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Air Transportation
• Education Level: Bachelor's degree