Assistant Team Leader, Centurion Lounge ATL

The Centurion Lounge Assistant Team Leader is a mentored position, with direct reports, which supports the Team Leader in coaching a team of highly skilled and motivated Member Service Professionals (MSPs) that provide travel, card, concierge, and lifestyle services to American Express Card Members visiting the American Express Centurion Lounge, located (ONSITE) in the ATL Airport.

Lounge Hours of operation are from 6:00AM- 11:00PM. Candidate must be able to work between these hours and days. Hours are subject to change due to business need.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

A successful Assistant Team Leader has a passion for delivering extraordinary service and will have a strong desire to further develop their leadership ability, through mentorship, to inspire the team to work together to drive outstanding business results. The Assistant Team Leader will work with the Team Leader to monitor customer interactions to ensure extraordinary service, coach their direct reports as well as the overall team on individual performance goals, use performance metrics and reporting to drive performance and business results. The Assistant Team Leader will mentee with the Team Leader to provide consistent and on-going coaching and feedback to ensure the team is performing at their highest levels. The Assistant Team Leader is an entrepreneur who is an advocate and supporter for both the team and customers. They thrive in ambiguity and can effectively, under the direction of the Team Leader, lead the team through change. They are intellectually curious, and they share a passion for growth and knowledge amongst their colleagues.

As a Centurion Lounge Assistant Team Leader, through direction and mentorship from the Team Leader, support with:

• Creating a cohesive team environment
• Coaching their direct reports and the overall team to provide a high-touch, premium experience for all lounge guests.
• Inspiring the team of MSPs to achieve their goals by providing continuous coaching, training and development; as well as, rewarding and recognizing accomplishments.
• Communicating with the team to ensure that they are well informed about changes that may affect them and their customers.
• Managing the team to ensure adequate servicing coverage is provided 365 days per year, which will include filling in when needed.
• Working in tandem with the Team Leader to support evaluating team performance and creating development and action plans, on an individual level, which are owned and driven by each team member.
• Working closely with the food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors.
• Take an active role with promotional in-house events. • Identifying opportunities to improve operations within the Centurion Lounge and creating and implementing creative solutions to grow the business in tandem with the Team Leader
• Challenging yourself and the team to "raise the bar" by driving continuous improvement.

As a Centurion Lounge Assistant Team Leader, through direction and mentorship from the Team Leader, support with:

• Creating a cohesive team environment
• Coaching their direct reports and the overall team to provide a high-touch, premium experience for all lounge guests.
• Inspiring the team of MSPs to achieve their goals by providing continuous coaching, training and development; as well as, rewarding and recognizing accomplishments.
• Communicating with the team to ensure that they are well informed about changes that may affect them and their customers.
• Managing the team to ensure adequate servicing coverage is provided 365 days per year, which will include filling in when needed.
• Working in tandem with the Team Leader to support evaluating team performance and creating development and action plans, on an individual level, which are owned and driven by each team member.
• Working closely with the food and beverage lounge partners to create an extraordinary customer experience for all Centurion Lounge visitors.
• Take an active role with promotional in-house events. • Identifying opportunities to improve operations within the Centurion Lounge and creating and implementing creative solutions to grow the business in tandem with the Team Leader
• Challenging yourself and the team to "raise the bar" by driving continuous improvement.