Customer Experience Concierge

American Express

American Express lounge concierge serving premium Card Members at DCA Airport. Providing concierge, lifestyle, travel, and minimal reservation assistance while owning the customer experience.

Posted 8/4/2026full-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 expertise in delivering exceptional customer service and building brand loyalty through proactive solutions and effective communication. Capable of providing tailored travel and concierge services while collaborating in a fast-paced team environment.

Highest-signal resume keywords

Customer Service ExperienceTravel Reservation ExperienceExceptional Communication SkillsProblem-Solving SkillsTeam Collaboration

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 AssistanceLounge Operations

Soft Skills

ProfessionalismPositive AttitudeAdaptabilityResourcefulnessDecision-Making

Tools & Technologies

Technology PlatformsInternet Navigation

Industry Keywords

Airline IndustryLounge ExperiencePremium Customer ServiceCustomer First Philosophy

About the role

Key responsibilities & impact

Deliver superior service to Card Members visiting the American Express Centurion Lounge at DCA Airport
Welcome Card Members and provide access upon arrival at reception
Own 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
Tailor products and services to immediate needs and deepen Card Member relationships
Work cohesively with the lounge team as a brand ambassador
Provide travel, card, concierge, and lifestyle services
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 need

Requirements

What you’ll need

Minimum of 1 year recent experience servicing premium customers
Airline, lounge or travel industry experience preferred
Travel reservation experience a plus
Passion for servicing customers with proactive solutions
Exceptional communication skills
Ability to listen to customer needs and offer confident recommendations
Utmost professionalism and positive attitude in all interactions
Ability to collaborate with colleagues in a fast-paced team environment
Ability to make quick, effective decisions during unanticipated situations
Resourceful and capable of using the Internet effectively in a face-to-face customer environment
Ability to use and switch between multiple technology platforms with ease
Adaptability and resilience in a changing environment
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