Intro

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!

Why you’ll love this job

The job is a member of Tokyo Haneda Airport team within the International Division. The position is responsible to provide superior customer service and problem resolution for our premium customers/travelers in all areas covered by the Premium Guest Services department.

Please make sure that you have the legal right to live and work in Japan prior to applying for this position. Please note that the possession of a U.S. passport does not qualify for the work permit in Japan.

What you’ll do

• Provide superior customer service to our premium class passengers and corporate accounts travelers to ensure return business for American Airlines
• Identify and take care of our most loyal VIP customers and AAdvantage top tier members – such as Executive Platinum, Platinum Pro, Platinum and AAdvantage Gold members
• Respond positively and act quickly to resolve problems such as disruption, over-sales, lost baggage, and misconnecting elite customers
• Support inter-terminal passenger transfers
• Liaise regularly with other departments to coordinate special requests
• Recognize potential new business involving corporate, government and entertainment industries
• Promote American Airlines services and products to elite customers
• Facilitate flight, car and hotel reservation requests
• Reissue boarding-passes and provide flight and fares information
• Coordinate with other airlines for transit customer’s checked baggage, seat assignment, boarding pass issuance and boarding gate/time information  
• Assist American Airlines senior management as requested
• Provide assistance with operational functions in all areas of Premium Guest Services and work closely with Customer Services, Sales and Marketing
• Develop and submit various reports requested by Premium Services Manager and headquarters
• Consistently support the department and station towards maintaining applicable operational standards and achieving all key performance targets and operational objectives 
• Verify lounge access categories, count daily usage, and report the number to headquarters
• Work closely with lounge access provider to maintain high quality of lounge service for our premium customers

All you’ll need for success

Minimum Qualifications- Education & Prior Job Experience

• Prior customer service experience is essential
• Possess excellent interpersonal skills
• Be sales and solution orientated
• Ability to resolve conflicts within time constraints
• Strong organizational and judgment skills required
• Ability to handle stress effectively
• Enjoy face to face contact with our customers and be representative of the company at all times
• Excellent grooming and smart appearance
• Be adaptable to change
• Be prepared to cover off schedule operations
• Enjoy promoting a product/service
• Physical mobility, this position can involve a lot of walking
• A willingness to work in a shift environment (including night shift, weekends, bank and public holidays)
• Ability to communicate effectively in both spoken and written English and Japanese

Preferred Qualifications- Education & Prior Job Experience

• Prior airport experience would be an advantage
• Strong working knowledge of Sabre

All you’ll need for success- Continued

General

• Take reasonable care of the health and safety of self, as well as the safety of others who may be affected by his/her acts or omissions.  To immediately report serious risks or concerns over safety issues
• Comply with the AA Rules of Conduct Europe & Asia-Pacific and work within the context of all company’s policies & procedures
• Maintain a standard of dress code that is appropriate to the role and in accordance with the company’s uniform policy
• Be aware of and sensitive to differences and work in a way consistent with the principles of equal opportunities and anti-discriminatory practice
• Maintain and respect confidentiality at all times and to ensure adherence to the company’s Non-Disclosure & Confidentiality Policy
• Actively participate in regular coaching & counseling meetings, performance reviews and development meetings
• Undertake appropriate training as agreed with manager and take responsibility for self-development
• Undertake any other duties which are consistent with the position. This job description is intended as a guide to the main responsibilities of the position and not an exhaustive list of duties and tasks
• This job description is subject to periodic review and it is expected the employee will contribute to the continued development of the role and work flexibly in response to the changing business needs and operational requirements.

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.