Manager, Premium Guest Services Operations (Chicago, IL, US)

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!

• ​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.

• 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
   

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 

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 flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

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.