Premium Guest Services Representative Part Time

Premium Guest Services Representative Part Time

American Airlines is seeking Part Time Premium Guest Services Representative at the Boston Logan International Airport. The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement. If you are a member of CWA-IBT union workgroup, you must submit a transfer request and not apply to this job posting. Please go to https : / / transfer.aa.com and submit a transfer request. This job will continue to be posted until at least 10-23-25. If interested please apply prior to this date.

Why You'll Love This Job

The Premium Customer Services Representative is an ambassador of American Airlines, providing superior hospitality, excellent customer service, extensive ticketing and problem resolution for our most valuable customers in all areas covered by the Premium Customer Services organization. Premium Customer Services Representatives provide enhanced, extraordinary services in a positive, enthusiastic, courteous and friendly manner to all customers and guests. Starting pay is $19.64 per hour.

What You'll Do

These are the essential functions of the job :

• Provide premium customer service to all customers
• Register customers and verify their access to club(s) and / or lounge(s)
• Greet customers by completing all guest experience items (e.g., greet customers using their name when possible, ensure name tag is visible, provide WIFI password, ask how you can assist)
• Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK]) All
• Check premium customers in for their flights (e.g., flight changes, rebooking, passport verification swipe)
• Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needs
• Issue customer tickets (e.g., day of departure, reissues, future tickets)
• Cancel passenger reservations, as requested
• Place customers on priority lists (e.g., upgrades, standby)
• Provide timely resolution of customers' travel issues
• Contact the next level of customer service support (i.e., premium services CSCs or CSMs) to address unresolved customer issues, as needed
• Document customer issues in the passenger name record (PNR)
• Perform club enrollment or sales activities (e.g., Admiral's Club, credit card memberships)
• Coordinate all services provided to elite status customers (e.g., Concierge Key program and Five Star service)
• Assist elite status customers (e.g., Concierge Key, Five Star Members) as they move throughout terminals
• Assist customers with their baggage, as needed
• Monitor or maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
• Communicate with business partners to ensure food and beverages are provided to club and / or lounge customers at all times
• Oversee the activities of business partners providing services (e.g., catering, sanitation) to the club(s) and / or lounge(s)
• Assist customers with technology provided in the club(s) and / or lounge(s)
• Reserve conference rooms (e.g., 1 hour) for same-day travel requests
• Coordinate services for any meetings occurring in conference rooms (e.g., food for the meetings)
• Complete open or close procedures for club(s) and / or lounge(s)
• Address escalated customer issues or concerns
• Conduct liquor inventory audit with beverage business partner (at some airports)
• Monitor KeyStar system to arrange appropriate services for customers (e.g., government officials, OneWorld, Concierge Key, FiveStar) (at some airports)
• Report to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays
• Complete job-relevant trainings
• Adhere to company policies, procedures, and performance standards
• Wear uniforms as required by company policy
• Adhere to government regulations (e.g., DOT, FAA, TSA)
• Use multiple internal resources / systems, including during customer interactions
• Reasonable accommodations may be made for qualifying individuals with disabilities.

All You'll Need For Success

Minimum Qualifications- Education & Prior Job Experience :

What You'll Get

Feel free to take advantage of all that American Airlines has to offer :

Feel Free To Be Yourself At American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world. Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.