Guest Services Agent

The Job in a Nutshell

American Airlines is looking for a Guest Services Agent in Fort Worth, TX. This isn't a desk job. You'll be on your feet, moving through the terminal and the lounges, helping premium customers have a smooth experience. Think of yourself as the person who makes the travel magic happen for our highest value guests. The starting pay is $22.64 per hour.

What You'll Actually Do

You'll be a working member of the Premium Customer Services Group, and sometimes you'll lead and direct the work of other agents. Here's a realistic look at the day to day:

• Greet customers by name when possible, make sure your name tag is visible, offer the WIFI password, and ask how you can help them.
• Register customers and verify they have access to the club or lounge.
• Book and confirm flight reservations using systems like SABRE and Qantas Intelligent Keypad (QIK).
• Check premium customers in for their flights, including handling flight changes, rebooking, and passport verification swipes.
• Monitor flights to catch boarding times, delays, or disruptions, then figure out how to best accommodate customers.
• Issue tickets for day of departure, reissues, or future travel.
• Place customers on priority lists for upgrades or standby.
• Resolve travel issues quickly. If you can't, you'll contact the next level of support (premium services CSCs or CSMs).
• Document customer issues in the passenger name record (PNR).
• Sell club enrollments or memberships, including Admiral's Club and credit card memberships.
• Coordinate services for elite status customers like Concierge Key and Five Star members. You'll assist them as they move through the terminal.
• Help customers with their baggage when needed.
• Walk through the lounges or clubs regularly to monitor and maintain their appearance.
• Talk with business partners to make sure food and beverages are always available to customers.
• Oversee the work of partners providing catering and sanitation services.
• Help customers with technology in the clubs or lounges.
• Reserve conference rooms for same day travel requests (usually 1 hour at a time).
• Coordinate services for any meetings happening in those conference rooms, like arranging food.
• Complete opening or closing procedures for the clubs or lounges.
• Oversee the performance and appearance of all agents working in the club or lounge.
• Handle scheduling for agents in the club or lounge.
• Address escalated customer issues or concerns.
• Evaluate and address staffing needs based on volume and irregular operations.
• Train employees on the operations and norms of the customer service club or lounge.
• Conduct liquor inventory audits with the beverage business partner.
• Monitor the KeyStar system to arrange appropriate services for customers like government officials, OneWorld members, Concierge Key, and Five Star members.
• Complete daily shift reports so other coordinators know what's happening in the club or lounge.
• Show up on time, as scheduled, at your assigned station. Be ready for mandatory overtime, varying shifts, weekends, and holidays.
• Complete all required job training.

What You Need to Bring

• A high school diploma or GED.
• You must read, write, speak, and understand English fluently. Bilingual skills are required in some locations, so be prepared for that.
• You'll need to pass FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
• You must be able to secure appropriate airport authority and/or US Customs clearances.
• You need 2 years of customer service experience.
• 1 year of airline or premium customer service experience is preferred.
• Proven experience with conflict resolution is preferred.
• You should have a working knowledge of Microsoft Office and the ability to use multiple internal airline systems at once.
• Solid time management and problem solving skills are important.
• You'll need to work around people who might be upset or angry, and handle that with patience.
• You must be willing and able to work flexible hours, including nights, weekends, and holidays.
• You'll be on your feet for long periods.
• You must be able to lift up to 50 pounds.
• A valid driver's license is required.
• You'll need to travel ; possibly on short notice ; and use jumpseat privileges for commuting if that applies.

Benefits That Matter

• You'll get travel privileges for you and your family. This isn't just a discount ; it's real access to fly American Airlines.
• 401(k) program with company match. They'll put money in alongside what you save.
• Health, dental, and vision insurance from day one.
• Up to $5,250 in tuition assistance each year if you want to keep learning.
• Life and disability insurance.
• Employee Assistance Program for when life gets complicated.
• Paid time off for vacation, holidays, and sick leave.
• A wellness program to help you stay healthy.
• Employee business resource groups where you can connect with people who share your background or interests.
• Recognition and reward programs for doing good work.

How to Apply

If this sounds like the kind of work you'd do well, submit your application through JobXi. Make sure your resume reflects the experience and qualifications listed above.

Disclaimer: American Airlines is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Reasonable accommodations may be made for qualifying individuals with disabilities.