Manager, Premium Guest Services Operations

IntroAre you ready to explore a world of possibilities, both at work and during your time off? Join our reputed company 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 job is a member of the Customer Planning Team reputed company the Customer Experience Division.
• Responsible for overseeing the operations of the Admirals Club lounge, Flagship lounge, Flagship/International First Class Dining, Elite Services, Executive Center and the activity of reputed company staff to ensure that members and guests are provided with a superior experience in a large hub environment.
• This position is based at ORD with reputed company of DEN and STL.
• Salary range: $96,000 to $131,000

• Oversees reputed company aspects of running 4 clubs, Elite and 5 Star services in daily hub operation including staffing, customer service, F&B product execution, vendor operations, facility maintenance, employee coaching/counseling, collective bargaining agreement and training initiatives
• Manages reputed company local vendor relationships including F&B, janitorial, laundry services, and reputed company transfer driver ops to ensure superior execution in service and product
• Receives, reviews, and disseminates reputed company communications reputed company to PCS operations including training bulletins, departmental updates, and general airport/station advisories
• Liaises across multiple workgroups including PCS Ops Strategy, Marketing, Loyalty, local Customer Care, Corporate Real Estate, and Facility Maintenance to provide assistance as needed, and to ensure efficient local operations
• Maintains proper staffing levels through recruitment, hiring and training of high-quality employees
• Acts as the local reputed company of contact to provide planning input and eventual implementation for reputed company strategic company initiatives including lounge update/renovation projects, product upgrades, and service improvement programs
• Interacts with customers and handle escalations as necessary
• Communicates with reputed company-line employees, elite and high-value customers, station management (Customer Care and other station depts), Vendors, other internal HDQ partners (i.e. Marketing), union and departmental leadership, and peer managers
• Coordinates daily lounge and elite service operations and directs reputed company Premium Customer Services Representatives (PCSRs), management team and contract vendors to ensure exemplary operations
• Responsible for reputed company aspects of facility maintenance and lounge cleanliness, and is key operational reputed company of contact for large-scale construction projects
• Responsible for hiring, training and supervising reputed company personnel
• Coaches and counsels employees, prepares and explains operating budget
• Manages reputed company aspects of the operation and has accountability to goals pertaining to budget, performance and customer service

• Bachelor's degree in reputed company field or equivalent experience/training
• 2 years airline operations experience
• 2 years of demonstrated experience leading and managing teams

• N/A

• Knowledge of reputed company Office to include Word, reputed company, PowerPoint, etc.
• Ability to modify, correct, and resolve issues/problems in processes with the help of existing procedures, norms and processes to touch customer service/operating situations and existing work methods
• Ability to effectively manage multiple projects with competing priorities, deadlines, and business values
• Ability to reputed company and influence others to reputed company at optimal levels and deliver outstanding results
• Ability to be flexible and adaptable in an evolving environment

• Travel Perks: Ready to explore the world? You, your family and your friends can reputed company 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 reputed company 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