Customer Experience Concierge

American Express

. Deliver superior service to Card Members visiting the American Express Centurion Lounge at DCA Airport .

Posted 10/5/2026full-timeArlington • Virginia • United StatesJunior💰 $20 - $27 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates exceptional customer service skills, with a focus on building relationships and providing tailored travel and lifestyle recommendations. Exhibits professionalism and adaptability in a fast-paced environment while effectively utilizing technology to enhance the customer experience.

Highest-signal resume keywords

Customer Service ExperienceTravel Reservation ExperienceExceptional Communication SkillsAbility to Collaborate in TeamsProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Travel ConsultationConcierge ServicesCustomer Relationship ManagementReservation AssistanceTechnology Platform Utilization

Soft Skills

ProfessionalismPositive AttitudeAdaptabilityResourcefulnessDecision-Making

Industry Keywords

Airline ExperienceLounge ExperienceTravel IndustryCustomer First PhilosophyBrand Ambassador

About the role

Key responsibilities & impact

Deliver superior service to Card Members visiting the American Express Centurion Lounge at DCA Airport
Act as a customer-facing American Express brand ambassador
Work cohesively with the lounge team to excite customers and deliver the brand promise
Provide travel, card, concierge, and lifestyle services
Tailor products and services to Card Members’ immediate needs and deepen their relationship with American Express
Welcome Card Members and provide access upon arrival at reception
Take ownership of the customer experience from beginning to end
Resolve customer issues and concerns in innovative ways to build brand loyalty
Apply the Customer First philosophy to meet customer needs and expectations
Provide concierge and lifestyle recommendations
Provide travel consultation and minimal reservation assistance
Accommodate Card Member needs by partnering with food and beverage lounge partners
Work within lounge operating hours of 5:00 AM–9:00 PM Sunday–Friday and 5:00 AM–7:00 PM Saturday, subject to business needs

Requirements

What you’ll need

Minimum of 1 year recent experience servicing premium customers
Airline, lounge or travel industry experience is preferred
Travel reservation experience is a plus
Passion for servicing customers with proactive solutions
Exceptional communication skills
Ability to listen to customer needs and offer confident recommendations
Must exhibit the utmost professionalism and maintain a positive attitude
Ability to collaborate with colleagues in a fast-paced, team environment
Ability to make decisions quickly and effectively in unanticipated situations
Must be resourceful and capable of using the Internet effectively in a face-to-face customer environment
Ability to utilize and switch from multiple technology platforms with ease
Ability to adapt to an ever-changing environment and be resilient
Ability to work flexible shifts including nights, weekends, and holidays
Light to moderate lifting may be required for certain job tasks
Employment eligibility to work with American Express in the U.S. is required; the company will not pursue visa sponsorship

Benefits

Comp & perks

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 paid parental leave for all parents, regardless of gender, offered 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 our Healthy Minds program
Career development and training opportunities