American Express - Centurion Lounge Ambassador

Job Description In U.S. Consumer Services (USCS), our product is Membership—delivering benefits and services that are essential to our Card Members across travel, dining, entertainment, and retail. We compete by providing a differentiated Membership experience that drives loyalty and long-term growth. USCS brings this to life through our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Travel & Lifestyle Services, the Centurion Lounge network, Global Dining, U.S. Consumer Banking, Amex Offers, Amex Ads, and best-in-class marketing programs.

Centurion Lounge Ambassador – Amsterdam Schiphol American Express’s Centurion Lounges represent a key element of our premium value proposition, delivering best-in-class experiences to our most valued Card Members across the globe.

The Centurion Lounge at Amsterdam Airport Schiphol is designed to provide a seamless, elevated, and personalized experience, bringing the American Express brand to life through exceptional service, curated offerings, and attention to detail.

How will you make an impact in this role? As a Centurion Lounge Ambassador, you will be the face of American Express, delivering a world-class experience to our Premium Card Members.

You will operate in a fast-paced, customer-centric environment, taking full ownership of the Card Member journey within the Lounge. Acting as a trusted advisor, you will anticipate needs, resolve issues proactively, and create memorable experiences that strengthen customer loyalty and deepen engagement with the American Express brand.

This role sits at the intersection of customer experience, service excellence, and brand representation, requiring strong judgment, adaptability, and a passion for delivering outstanding service.

Responsibilities

• Welcome and host Card Members, managing access and ensuring a seamless arrival experience
• Take ownership of the end-to-end Card Member journey within the Lounge
• Deliver personalized, high-touch service aligned with the American Express Customer First philosophy
• Anticipate customer needs and proactively resolve inquiries or concerns
• Provide concierge-style support, including lifestyle recommendations and basic travel assistance
• Partner closely with lounge teams, including food & beverage, to deliver a cohesive and premium experience
• Act as a brand ambassador, consistently representing American Express values and service standards
• Build strong relationships with Card Members, enhancing loyalty and engagement
• Lounge Hours of operation are from 05:45 AM until 21:45 PM, from Monday to Sunday. Hours are subject to change due to business needs

Qualifications

• Minimum 1 year of experience in a customer-facing role, ideally within a premium service environment
• Strong customer-centric mindset with a proactive and solution-oriented approach
• Excellent communication and interpersonal skills, with the ability to build rapport quickly
• Ability to manage multiple priorities effectively in a fast-paced environment
• Sound judgment and ability to make decisions in real time, with a focus on customer experience
• High level of professionalism and a positive, resilient attitude
• Strong team player with the ability to collaborate effectively across functions
• Comfort using multiple digital tools and platforms simultaneously

Preferred Qualifications

• Experience in airline, hospitality, luxury retail, or travel industry
• Exposure to lifestyle, travel services, or premium customer segments
• Multilingual skills are a plus. Fluency in English is required
• Experience working in dynamic, international environments

Employment eligibility to work with American Express in the Netherlands is required as the company will not pursue visa sponsorship for these positions.

About Us 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.

About The Team We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.