Service Manager, Premium Guest Services Operations

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About the position

Responsibilities

  • Assists with the overall leadership of the department as directed by the department leader.
  • Oversees large scale food & beverage and housekeeping operations through third-party partnerships.
  • Ensures proper preventive maintenance and repairs of lounges and other company assets.
  • Manages department operating budgets to achieve financial targets and maximize performance.
  • Assists in planning and coordinating construction and refurbishment projects.
  • Completes, organizes or delegates broad scope of administrative work.
  • Develops and maintains positive relationships with internal and external customers, strategic business partners, airport authorities, regulatory agencies and vendors.
  • Ensures compliance with all audit and regulatory requirements.
  • Promotes customer loyalty and helps drive premium customer market share by ensuring all employees deliver high quality customer service.
  • Responsible for hiring, training, and ongoing coaching and counseling employees to ensure optimal performance.
  • Acts as a local advocate for the high value customer experience.
  • Supports relationships with airline alliance partners and their high value customers.
  • Ensures employee productivity and compliance with AA's work environment policies.
  • Guides and mentors developing representatives.
  • Travel as needed.

Requirements

  • Bachelor's degree or equivalent experience.
  • 3 years face to face customer service experience.
  • 3 years experience leading people or equivalent experience training.

Nice-to-haves

  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Ability to build teams and possess strong people skills.
  • Proficient at recognizing and prioritizing opportunities as well as managing multiple projects.
  • Ability to think creatively and make strong business decisions.
  • Practical experience in accessing data and airline technical functions.

Benefits

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Flexible spending account
  • Employee assistance program
  • Pet insurance
  • Travel perks
  • Wellness programs
  • 401(k) Program
  • Discounts on hotels, cars, cruises and more
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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