Lounge Manager

Amsterdam - Netherlands

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

At American Express our culture is built on a 175-year history of innovation shared values and Leadership Behaviors and an unwavering commitment to back our customers communities and colleagues. From delivering differentiated products to providing world-class customer service we operate with a strong risk mindset ensuring we continue to uphold our brand promise of trust security and service.

As part of Team Amex youll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills develop as a leader and grow your career. Here your voice and ideas matter your work makes an impact and together you will help us define the future of American Express.

How will you make an impact in this role

The Centurion Lounge Team Leader is the coach to a team of highly skilled and motivated Member Service Professionals (MSPs) that provide travel card concierge and lifestyle services to American Express Card Members visiting the American Express Centurion Lounge located in the Centurion Lounge in Amsterdam Schiphol Airport.

A successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to work together to drive outstanding business results. The Team Leader will monitor customer interactions to ensure extraordinary service set team and individual performance goals use performance metrics and reporting to drive performance and business results. The Team Leader will provide consistent and on-going coaching and feedback to ensure their team is performing at their highest levels.

The Team Leader is an entrepreneur who is an advocate and supporter for both their team and their customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious and they share a passion for growth and knowledge amongst their colleagues.

As a Centurion Lounge Team Leader you will be responsible for:

Creating a cohesive team environment
Coaching your team to provide a high-touch premium experience for all lounge guest
Inspiring your team of MSPs to achieve their goals by providing continuous coaching training and development; as well as rewarding and recognizing accomplishments
Communicating with your team to ensure that they are well informed about changes that may affect them and their customers
Managing your team to ensure adequate servicing coverage is provided 365 days per year which may include filling in when needed
Evaluating team performance and creating development and action plans on an individual level that are owned and driven by each team member
Working closely with the food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors
Take an active role with promotional in-house events
Identifying opportunities to improve operations within the Centurion Lounge and creating and implementing creative solutions to grow the business
Challenging yourself and your team to raise the bar by driving continuous improvement

Lounge Hours of operation are from 4:45am to 10:15pm. Candidate must be able to work between these hours and days. Hours are subject to change due to business need.

Minimum Qualifications:

A successful candidate will have the following qualifications:
Minimum 2 years proactive customer service experience (premium servicing a plus)
Minimum 2 years supervisory experience
Airline lounge or travel industry experience required including reservation experience
Demonstrated passion for service with the ability to resolve customer issues and concerns
Ability to successfully understand and implement policies procedures and programs
Strong written verbal and presentation skills
Ability to manage and resolve conflict
Ability to drive and measure business results
Strong analytical and creative problem solving skills
Detail-oriented with strong organizational and prioritization skills who can work well under pressure
Ability to work flexible shifts including nights weekends and holidays are essential
Light to moderate lifting may be required for certain job tasks

Employment eligibility to work with American Express in the Netherlands is required as the company will not pursue visa sponsorship for these positions.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical financial and mental health as well as providing the flexibility you need to thrive personally and professionally:

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical dental vision life insurance and disability benefits (depending on location)
Flexible working model with hybrid onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations.

Required Experience:

Manager