Centurion Lounge front desk staff vs hotel
Jul 17, 2017, 11:35 am
#16
Join Date: Sep 2013
Location: PHL suburbs
Posts: 216
Two things:
- Amex probably pays more to hire people with more hospitality experience (hiring from the 4+/5 star pool)
- Most people in the lounges are familiar enough with issues that arise during travel that they won't get upset. If they do, there's generally not much the agents get blamed for, as opposed to, say, SkyClub agents in front of a big DL sign when your DL flight is delayed. Lower complaints=lower stress=happier employees.
Jul 17, 2017, 12:15 pm
#17
FlyerTalk Evangelist
Join Date: Jun 2006
Location: IAD/DCA
Posts: 31,797
some of the best in hospitality specifically hire those who do NOT have hospitality experience
ntr91, youre forgetting complaints regarding who is allowed (free) access to lounges
i agree amex does use these partly for marketing etc rather than more general required operations
ntr91, youre forgetting complaints regarding who is allowed (free) access to lounges
i agree amex does use these partly for marketing etc rather than more general required operations
Jul 17, 2017, 12:28 pm
#18
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,955
Jul 17, 2017, 12:42 pm
#19
Join Date: Mar 2017
Programs: HHonors, TrueBlue, Delta SkyMiles, Hyatt Discoverist, Starwood Preferred Guest, American Airlines.
Posts: 2,035
However, if I'm a VP of AMEX and ultimately in charge of these lounges, I'm having my directors and managers micromanage employees.... Strictly.
You want to argue with the cardholder? You're fired. If a customer is threatening you, matters will be taken care of after the fact (there's an electronic record of the customers' information).
Poor body language (including smiling and tone of voice)/posture? You're fired. Nobody wants to enter a lounge to a mean toned individual who's slouching over and isn't willing to help or make someone feel welcome.
That's probably why the lounge service is good...