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Representative, Premium Guest Services - United Kingdom LHR

Representative, Premium Guest Services - United Kingdom LHR

Date:  Aug 6, 2022

Location: London Heathrow Apt (LHR-TRML) 
Requisition ID: 53285 
Please make sure you have the legal right to work and live in the U.K. prior to applying to this position. Please note that the possession of an U.S. passport does not qualify for a work permission in the U.K.


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!

Why you'll love this job

  • The job is a member of the London Heathrow Airport team within the International & Cargo Division. The position is responsible to provide superior customer service and problem resolution for our premium customers/travelers in all areas covered by the Premium Services department, such as the Premium check-in.

What you'll do

  • Provide superior customer service to our premium class passengers and corporate accounts travelers to ensure return business for AA
  • Identify and take care of our Concierge Key passengers, AAirpass travelers and our most loyal AAdvantage frequent flyers - such as Executive Platinum, Platinum and AAdvantage Gold members
  • Carry out inter-terminal passenger transfers
  • Respond positively and act quickly to resolve problems such as over sales and misconnecting first and business class passengers
  • Liaise regularly with our Sales offices to coordinate upgrade requests
  • Work in all areas of Premium Customer Services including Premium class check-in, Flagship check-in and Concierge Key
  • Recognize potential new business involving corporate, government and entertainment industries
  • Promote AA services and products to club/lounge members and their guests, including one day passes for Admirals Club and Arrivals Lounges
  • Facilitate flight, car and hotel reservation requests
  • Reissue boarding-passes and provide flight and fares information
  • Achieve Admirals Club membership sales goals
  • Assist AA senior management as requested
  • Provide assistance with operational functions in all areas of Premium Services and work closely with Customer Services, Sales and Marketing

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Prior customer service experience is essential
  • Possess excellent interpersonal skills
  • Be sales and solution orientated
  • Ability to resolve conflicts within time constraints
  • Strong organizational and judgment skills required
  • Ability to handle stress effectively
  • Enjoy face to face contact with our customers and be representative of the company at all times
  • Excellent grooming and smart appearance
  • Be adaptable to change
  • Be prepared to cover off schedule operations
  • Enjoy promoting a product/service
  • Physical mobility, this position can involve a lot of walking
  • A willingness to work in a shift environment (including weekends, bank and public holidays)
  • Ability to communicate effectively in both spoken and written English

Preferred Qualifications- Education & Prior Job Experience

  • Prior airport experience would be an advantage
  • Strong working knowledge of Sabre

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.

Job Level: 42 

Job Segment: Bank, Banking, Customer Service Representative, Finance, Customer Service

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