Job Description
This role has a direct impact on creating positive member experiences where our guests feel welcomed and at home resulting in improved experience as measured by Overall Satisfaction and other KPIs, where we strive for a 5 every time. The Sky Club Guest Service Ambassador will be proactive and interactive with guests to ensure guest satisfaction through thoughtful, genuine, memorable service.
Do you want to work in an elevated, curated environment that delivers best-in-class hospitality? Do you have a passion for service and an attitude of gratitude? Can you think creatively and solve problems for our guests? Do you embrace technology to provide better experiences? Do you have the personality to constantly adapt to the evolving needs of Sky Club guests to create more memorable moments? Are you a team player? At a party are you excited to meet everyone in the room? Do you consider yourself an excellent host or hostess? And finally, do you represent and love to promote the Delta brand? If so, you may be an ideal candidate for this prestigious role.
This position comes with comprehensive health and wellness benefits, profit sharing program, a 401k with an automatic 3% company contribution plus 6% matching contributions, and Delta's industry-leading travel privileges (free flights!).
Your main responsibilities in this role include the following:
Duties and Responsibilities
Proactively roaming, engaging, and genuinely welcoming/checking in members and guests and verifying credentials, using handhelds and/or self-check-in kiosks when in place.
Be fully knowledgeable about access policies, which often see additions or changes.
Acting as a club host or hostess and providing direction as needed.
Selling and renewing memberships.
Re-ticketing members in case of missed flights and/or (IROPS) or guests' requests.
Interacting with guests on the floor by walking Club on a regular basis.
Assisting Service Partners when needed, ensuring the food station, counter and tables stay clean throughout the day.
Resolving guests' concerns and escalating to leadership as needed.
Effectively handling unruly passengers, working with Club Lead, Station Leadership, airport police, and TSA when necessary.
Proactively taking appropriate service recovery measures. Communicating with guests during IROPS and flight delays.
Assisting Lead agent in managing inventory, stocking items, and gauging what is needed.
Taking ownership of the club environment throughout the day ensuring a clean, well-organized guest experience.
This position requires walking, standing for extended periods, occasional bending/kneeling/stooping, sitting, occasional lifting, and reaching.
Embrace the DSC DNA Experience as part of our Culture of Service.
Complete all required online and in-person trainings.
Guest Service Ambassador must consistently demonstrate the following Delta Sky Club customer service attributes:
Acknowledge guests with eye contact.
Welcome guests to the club with a warm smile.
Call guests by name at least once during the check-in in process.
Recognize guests with loyalty status.
Remind guests of flight details.
Welcome guests back or offer a club orientation.
Ensure guests are aware of the sky club ambassador’s name and offer additional assistance.
Genuinely thank each guest for their visit as they leave the club and ask them to please come back on their next visit.
Ensure Health and Safety protocols are followed by all guests and staff members.
Actively maintain all work areas clean and sanitized.
Continuously repeat the mask-mandated message by reading it or playing it through a phone/iPad on the PA system.
Assist with fogging responsibilities at the end of the day if required by ACS leadership.
Assist ACS operation anywhere needed (ticket counter, gates, lobby).
Managing shower facilities when applicable.
Job Requirements
Embraces diverse people, thinking, and styles.
Consistently makes safety and security, of self and others, the priority.
High School diploma, GED, or High School Equivalency.
Must be at least 18 years of age.
Must be proficient in English.
Possess basic computer skills.
Must have excellent oral and written communication skills, including email.
Minimum of 2 years customer-facing experience required.
Must have a heart and mind for gracious hospitality.
Must be able to establish and maintain good strong teamwork relationships with guests, business partners, and coworkers.
Must be able to correctly handle credit card transactions.
Must be proficient with personal computers, the internet, and electronic equipment.
Knowledgeable of all systems including SNAPP and DLTerm.
Must be able to work AM/PM shifts and/or weekends and holidays.
Must be able to observe (visually and auditory) conditions in the Club and communicate effectively with Club guests, coworkers, managers, contractors, security, and others to maintain exceptional conditions throughout the Club.
Pass a post-offer pre-employment drug test.
Must be able to pass an extensive post-offer pre-employment background check, including fingerprinting and a criminal history record check required by federal law.
Be authorized to work in the US.
Where permitted by applicable law, must have received or be willing to receive the COVIS-19 vaccine by the date of hire to be considered for a U.S-based job, if not currently employed by Delta Air Lines, Inc.
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