Guest Services Coordinator

Premium Guest Services Coordinator Full Time View Profile

Premium Guest Services Coordinator Full Time Posting

Start Date:

10/15/26

American Airlines is seeking Full Time Premium Guest Services Coordinator at the Chicago O'Hare International Airport.

The terms and conditions of this position are covered by the CWA-IBT Collective Bargaining Agreement.

This job will continue to be posted until at least 10-22-26. If interested please apply to this date.

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!

The Premium Customer Services Coordinator (PCSC) will be responsible for the overall performance within the PCSC work area. In addition, the PCSC is a working member of the Premium Customer Services Group. PCSCs may be required to lead and direct the work of other employees. Starting pay is $ 23.23 per hour.

These are the essential functions of the job
This list is intended to reflect the current job but there may be additional essential functions (and non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed when operationally necessary, observing, of course, any legal obligations including any collective bargaining obligations.

• Provide premium customer service to all customers
• Register customers and verify their access to club(s) and/or lounge(s)
• Greet customers by completing all guest experience items (e.g., greet customers using their name when possible, ensure name tag is visible, provide WIFI password, ask how you can assist)
• Book and confirm flight reservations (e.g., using the semi-automated business review environment [SABRE], Qantas Intelligent Keypad [QIK]) All
• Check premium customers in for their flights (e.g., flight changes, rebooking, passport verification swipe)
• Monitor flights to identify boarding times, delays, or disruptions to best accommodate customer needs
• Issue customer tickets (e.g., day of departure, reissues, future tickets)
• Place customers on priority lists (e.g., upgrades, standby)
• Provide timely resolution of customers’ travel issues
• Contact the next level of customer service support (i.e., premium services CSCs or CSMs) to address unresolved customer issues, as needed
• Document customer issues in the passenger name record (PNR)
• Perform club enrollment or sales activities (e.g., Admiral’s Club, credit card memberships)
• Coordinate all services provided to elite status customers (e.g., Concierge Key program and Five Star service)
• Assist elite status customers (e.g., Concierge Key, Five Star Members) as they move throughout terminals
• Assist customers with their baggage, as needed
• Monitor or maintain the appearance of the lounges or clubs (e.g., via conduct of walk-throughs)
• Communicate with business partners to ensure food and beverages are provided to club and/or lounge customers at all times
• Oversee the activities of business partners providing services (e.g., catering, sanitation) to the club(s) and/or lounge(s)
• Assist customers with technology provided in the club(s) and/or lounge(s)
• Reserve conference rooms (e.g., 1 hour) for same-day travel requests
• Coordinate services for any meetings occurring in conference rooms (e.g., food for the meetings)
• Complete open or close procedures for club(s) and/or lounge(s)
• Oversee the performance and appearance standards of all agents working in club(s) and/or…