See more Collapse

Manager, Premium Guest Services Operations

1 month ago

Chicago, United States American Airlines Full time

**Intro**:
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**:

- This role is a part of the Premium Guest Services (PGS) team within our Premium Airport Operations group and has direct impact on the experience our most important guests have when traveling with American
- Responsible for overseeing PGS operations at ORD, BNA, DEN and STL including Admirals Club lounges, Flagship Lounge, Status Member Services, and Ramp Vehicle Transfer (among others), as well as the activity of all staff to ensure that our guests have a superior experience.

**What you'll do**:

- Oversees all aspects of running Admirals Clubs, Flagship Lounge, Flagship First Check-In, and Status and Five-Star services in our operation at ORD, as well as the Admirals Clubs at BNA, DEN and STL, including staffing, customer service, food & beverage product execution, business partner operations, facility maintenance, employee coaching/counseling, collective bargaining agreement and training initiatives
- Oversees management of all local business partner relationships including hospitality (F&B), janitorial, laundry services, IT, and ramp transfer driver ops to ensure superior execution in service and product
- Develops and leads a strong team of Premium Customer Service Coordinators (PCSCs) who are responsible for running operations during their shift
- Manages relationship with other airline partners, including British Airways.
- Liaises across multiple workgroups including PGS Ops Strategy, Customer Products, Marketing, Sales, Loyalty, local Customer Care, Hub Control Center, IOC, Corporate Real Estate, Government Affairs, and Facility Maintenance to ensure efficient local operations
- Receives, reviews, and disseminates all communications related to PGS operations including training bulletins, departmental updates, and general airport/station advisories
- Maintains proper staffing levels through collaboration with Workforce Planning, recruitment, hiring and training of high-quality team member
- Acts as the local point of contact to provide planning input and eventual implementation for all strategic company initiatives including lounge update/renovation projects, product upgrades, and service improvement program
- Interacts with customers and handle escalations as necessary
- Communicates clearly with Front-line employees, AAdvantage status and high-value customers, station management (Customer Care and other station depts), business partners, other internal HDQ partners (e.g. Marketing), union representatives, departmental leadership, and peer managers
- Coordinates daily lounge and status service operations and directs all Premium Customer Services Representatives (PCSRs), management team and contract vendors to ensure exemplary operations
- Responsible for all aspects of facility maintenance and lounge cleanliness, and is key operational point of contact for large-scale construction projects
- Responsible for hiring, training and supervising all personnel
- Coaches and counsels employees
- Prepares and explains operating budget
- Manages all aspects of the operation and has accountability to goals pertaining to budget, performance and customer service

**All you'll need for success**:
**Minimum Qualifications
- Education & Prior Job Experience**
- Bachelor's degree in related field or equivalent experience/training
- 3 years of demonstrated experience leading and managing teams
- 3 years airline operations experience, preferably in the airport operation

**Preferred Qualifications
- Education & Prior Job Experience**
- Experience working with union-represented team members and knowledge of the dispute resolution processes strongly preferred
- Hospitality (hotel or restaurant) management experience

**Skills, Licenses & Certifications**
- Ability to effectively manage multiple projects with competing priorities, deadlines, and business values
- Ability to inspire and influence others to perform at optimal levels and deliver outstanding results
- Ability to be flexible and adaptable in an evolving environment
- Ability to collaborate and develop strong, productive relationships at all levels of the organization
- Ability to anticipate, analyze and interpret complex region and/or system-wide issues
- Knowledge of Microsoft Office to include Word, Excel, PowerPoint, etc.
- Ability to travel

**What you'll get**:
Feel free to take advantage of all that American Airlines has to offer:

- Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily fligh

We have other current jobs related to this field that you can find below

  • Guest Services Manager

    2 months ago

    Chicago, United States Evolution Parking & Guest Services Full time

    **About Evolution Parking & Guest Services** Evolution Parking & Guest Services is America's exclusive provider of specialized valet parking and front door services exclusively for hotels and resorts nationwide. We operate and manage the parking and front door services and the exceptional team members that make it all possible at America's finest hotels...

  • Guest Services Manager

    2 months ago

    Chicago, United States Study Hotels Full time

    The Study at University of Chicago is currently seeking a charismatic and highly organized Guest Services Manager to manage and mentor our Guest Service and Front Office operation team members. This position is a highly prominent guest-facing role within the hotel and is responsible for the daily operations of the guest experience under the direction of...

  • Guest Services Manager

    2 weeks ago

    Chicago, United States Study Hotels Full time

    The Study at University of Chicago is currently seeking a charismatic and highly organized Guest Services Manager to manage and mentor our Guest Service and Front Office operation team members. This position is a highly prominent guest-facing role within the hotel and is responsible for the daily operations of the guest experience under the direction of the...

  • Guest Services Manager

    2 months ago

    Chicago, United States Study Hotels Full time

    Job DescriptionJob DescriptionThe Study at University of Chicago is currently seeking a charismatic and highly organized Guest Services Manager to manage and mentor our Guest Service and Front Office operation team members. This position is a highly prominent guest-facing role within the hotel and is responsible for the daily operations of the guest...

  • Guest Services Manager

    1 month ago

    Chicago, United States Hongkong & Shanghai Hotels Group Full time

    ** Guest Services Manager** Business Unit: The Peninsula Chicago Location: Chicago The Peninsula Chicago is seeking a Manager to join our Guest Services Division team and be an integral part of our guest-focused service. * Work for a luxury Five-Star Five-Diamond property in the heart of Michigan Avenue, Chicago. * Grow within a diverse multi-outlet...

  • Guest Services Manager

    2 days ago

    Chicago, United States Marriott International Full time

    Job Number 24130211Job Category Rooms & Guest Services OperationsLocation The St. Regis Chicago, 401 East Upper Wacker Drive, Chicago, Illinois, United States VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYServes as the property Manager on Duty and oversees all property operations, ensuring that the highest...

  • Guest Services Manager

    2 days ago

    Chicago, Illinois, United States Marriott International Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation The St. Regis Chicago, 401 East Upper Wacker Drive, Chicago, Illinois, United States VIEW ON MAP Schedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYServes as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of...

  • Guest Service Manager

    2 weeks ago

    Chicago, United States The Fresh Market Full time

    The Fresh Market & You:: New Store Coming Soon to Lincoln Park in Chicago! Our mission is to make everyday eating extraordinary for our guests, and we are looking for a new team member who will commit to helping us deliver on this mission. Our added benefits for joining The Fresh Market team Team Member discount of 30% Early Earn Wage Access (You can...

  • Guest Services Manager

    4 weeks ago

    Chicago, United States Collinsvilleil Full time

    * Parks and Recreation * Collinsville, IL, USA * $16.00 per hour * Hourly * Seasonal *There are no benefits associated with seasonal positions.* **GUEST SERVICES MANAGER** ***Guest Services Manager is a seasonal position*** *Seasonal (mid-April through mid-September with hiring and training beginning as early as December)* This position performs the daily...

  • Guest Services Manager

    2 months ago

    Chicago, United States Evolutionhospitalityusa Full time

    About Evolution Parking & Guest Services Evolution Parking & Guest Services is America’s exclusive provider of specialized valet parking and front door services exclusively for hotels and resorts nationwide. We operate and manage the parking and front door services and the exceptional team members that make it all possible at America’s finest hotels such...

  • Guest Relations Manager

    2 weeks ago

    Chicago, United States HSH Management Services Full time

    The Peninsula Chicago is seeking a Guest Relations Manager to join our Rooms Division team and be an integral part of our guest-focused service. Work for a luxury Five-Star Five-Diamond property in the heart of Michigan Avenue, Chicago. Grow within a diverse multi-outlet property. Exceptional health benefits package and 401(k) with company match.   Key...

  • Guest Relations Manager

    3 weeks ago

    Chicago, Illinois, United States HSH Management Services Full time

    The Peninsula Chicago is seeking a Guest Relations Manager to join our Rooms Division team and be an integral part of our guest-focused service.Work for a luxury Five-Star Five-Diamond property in the heart of Michigan Avenue, Chicago. Grow within a diverse multi-outlet property. Exceptional health benefits package and 401(k) with company match. Key...

  • Assistant Guest Service Manager

    2 weeks ago

    Chicago, United States The Fresh Market Full time

    The Fresh Market & You:: New Store Coming Soon to Lincoln Park in Chicago! Join us at our Hiring Event on July 11th, 12th, or 13th at 9 am - 6 pm Our mission is to make everyday eating extraordinary for our guests, and we are looking for a new team member who will commit to helping us deliver on this mission. Our added benefits for joining The Fresh Market...

  • Guest Services Agent

    2 months ago

    Chicago, Illinois, United States Aloft Chicago Mag Mile Full time

    FULL-TIME GUEST SERVICES AGENT JOB DESCRIPTIONDEPARTMENT: Front OfficeREPORTS TO: Front Office ManagerSTATUS: Non-exemptJOB SUMMARYGuest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include...

  • Guest Services Agent

    2 months ago

    Chicago, United States Aloft Chicago Mag Mile Full time

    FULL-TIME GUEST SERVICES AGENT                                                                                        JOB DESCRIPTIONDEPARTMENT: Front OfficeREPORTS TO: Front Office ManagerSTATUS: Non-exemptJOB SUMMARYGuest Service Agents are responsible for greeting and registering the guest, providing...

  • Guest Experiences Operations and Business Manager

    1 week ago

    Chicago, United States Griffin Museum of Science and Industry Full time

    Job DescriptionJob DescriptionAbout Us: The Griffin Museum of Science and Industry is the largest and most interactive science museum in the Western Hemisphere. Griffin Museum of Science and Industry (Griffin MSI) exposes guests of all ages to awe-inspiring exhibitions that spark curiosity and bring science to life. Griffin MSI’s mission – to inspire the...

  • Guest Experiences Operations and Business Manager

    4 weeks ago

    Chicago, United States Griffin Museum of Science and Industry Full time

    Job DescriptionJob DescriptionAbout Us: The Griffin Museum of Science and Industry is the largest and most interactive science museum in the Western Hemisphere. Griffin Museum of Science and Industry (Griffin MSI) exposes guests of all ages to awe-inspiring exhibitions that spark curiosity and bring science to life. Griffin MSI’s mission – to inspire the...

  • Guest Service Representative

    1 week ago

    Chicago, United States Fairfield Inn And Suites Full time

    Create a positive memorable experience for all our guests, beginning with the arrival process and handle guest concerns as required to leave a positive lasting impression. Duties and Responsibilities RESPONSIBILITIES: Perform check-in/out procedures for arriving and departing guests on a daily basis using both manual and computerized methods. Calculate...

  • Guest Service Representative

    7 days ago

    Chicago, United States SMASHotels Full time

    Guest Service Representative Guest Service Representative Create a positive memorable experience for all our guests, beginning with the arrival process and handle guest concerns as required to leave a positive lasting impression. Duties and Responsibilities RESPONSIBILITIES: + Perform check-in/out procedures for arriving and departing guests on a daily...

  • DIRECTOR OF PREMIUM F&B

    3 weeks ago

    Chicago, United States Compass Group Careers Full time

    Job DescriptionJob Description Levy Sector LOCATION: Soldier Field is a multi-purpose stadium in Chicago, Illinois. Opened in 1924. The stadium has served as the home of the Chicago Bears of the National Football League (NFL) as well as Chicago Fire FC of Major League Soccer (MLS). It also regularly hosts stadium concerts and other large crowd...