American Express - Centurion Lounge Ambassador

In U.S. Consumer Services (USCS), our product is Membership—delivering benefits and services that are essential to our Card Members across travel, dining, entertainment, and retail. We compete by providing a differentiated Membership experience that drives loyalty and long-term growth. USCS brings this to life through our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Travel & Lifestyle Services, the Centurion Lounge network, Global Dining, U.S. Consumer Banking, Amex Offers, Amex Ads, and best-in-class marketing programs.
The role of the Centurion Ambassador will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the Amsterdam Schiphol Airport. Centurion Ambassadors will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful Centurion Ambassador within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our Centurion Ambassadors are highly skilled and motivated, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, our Centurion Ambassadors will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.
Lounge Hours of operation are from 6:00am – 9:30pm Monday-Sunday. Hours are subject to change due to business need.
The ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received
Must exhibit the utmost professionalism and maintain a positive attitude in all interactions
The ability to rely and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment
Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do
Must be resourceful and capable of using the Internet effectively to research
Adapt to an ever changing environment and being resilient
Ability to work flexible shifts including nights, weekends, additional hours when needed and holidays is essential
A successful candidate will possess the following qualifications:
Minimum of 1 year recent experience servicing premium customers
Airline, lounge or travel industry experience required, including reservation experience
Passion for servicing customers with proactive solutions
Exceptional communication skills, delighting the customer with every single interaction
Employment eligibility to work with American Express in the Netherlands is required as the company will not pursue visa sponsorship for these positions.
It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day. Centurion Ambassadors do this by:
Welcoming and providing access to our Card Members upon arrival at reception
Being accountable and taking ownership of the customer’s experience from beginning to end
Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer
Employing the Customer First philosophy in meeting customers’ needs and expectations
Providing concierge and lifestyle recommendation
Providing travel consultation and minimal reservation assistance
Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners

Work arrangement
No