Customer Experience Concierge – Premium Airport Lounge Hospitality & Card Member Relations Specialist, Charlotte Douglas International Airport (CLT) – arenaflex

Welcome to arenaflex – Where Exceptional Service Meets Global Opportunity

At arenaflex, we believe that extraordinary service is not just a profession—it is a calling. As a globally recognized leader in premium customer experiences, we have built our reputation on a simple but powerful promise: to back our customers, our communities, and our colleagues in ways that enable progress, connection, and lasting loyalty. When you join arenaflex, you become part of a vibrant, diverse, and forward-thinking team that is redefining what it means to deliver world-class hospitality in the most dynamic environments imaginable.

Our culture is anchored in integrity, inclusion, and a relentless commitment to creating memorable moments for every individual we serve. We invest in our people because we know that when our colleagues thrive, our customers experience the very best we have to offer. Whether you are helping a traveler navigate a hectic day, curating a personalized recommendation for a fine dining experience, or simply greeting a guest with a warm smile that sets the tone for their entire journey, your work at arenaflex will have a meaningful impact—every single day.

We are proud to be an equal opportunity employer where every colleague is seen, heard, and valued. We champion flexibility, professional development, and holistic well-being through comprehensive benefits, hybrid work options, and a culture that celebrates individuality. If you are passionate about creating differentiated experiences, thrive in fast-paced environments, and want to grow your career with a company that genuinely invests in your future, we invite you to explore the opportunity below.

About the Opportunity: Customer Experience Concierge at the arenaflex Premium Lounge – CLT

We are seeking a polished, service-driven, and highly motivated Customer Experience Concierge to join our dedicated team at the arenaflex Premium Lounge located inside the bustling Charlotte Douglas International Airport (CLT). In this exciting front-of-house role, you will be the face of arenaflex to our most valued Card Members, acting as an ambassador of our brand and a trusted resource for travel, lifestyle, concierge, and account-related services.

As a Concierge on our team, you will operate in a refined, customer-facing environment where every interaction matters. You will be part of a cohesive, high-performing group of professionals who share a common goal: to exceed expectations, build lasting brand loyalty, and make membership come alive in a way that surprises and delights our guests. If you have a passion for premium hospitality, an instinct for anticipating needs, and the ability to remain composed and confident in any situation, this role is built for you.

Key Responsibilities

As a Customer Experience Concierge at arenaflex, you will be entrusted with a wide range of responsibilities that all center on delivering an unparalleled guest experience. Your day-to-day duties will include, but are not limited to:

• Welcoming and Access Management: Serving as the first point of contact for Card Members arriving at the lounge, warmly greeting each guest, verifying credentials, and providing seamless access to the premium lounge experience.
• End-to-End Ownership of the Guest Journey: Taking full accountability for each Card Member's experience from arrival to departure, ensuring that every touchpoint reflects the highest standards of arenaflex service excellence.
• Creative Problem Resolution: Thinking on your feet to develop innovative solutions when challenges arise, turning potential concerns into opportunities to strengthen brand loyalty and transform customers into enthusiastic advocates for arenaflex.
• Customer-First Philosophy: Embracing and applying the arenaflex Customer First approach in every interaction, listening attentively to guest needs, and proactively delivering solutions that exceed expectations.
• Concierge and Lifestyle Recommendations: Curating personalized recommendations for dining, entertainment, cultural experiences, and local attractions in Charlotte and beyond, leveraging your knowledge and resources to enrich the guest's travel experience.
• Travel Consultation and Reservation Support: Providing expert travel advice and offering minimal reservation assistance to help Card Members navigate their journeys with confidence and ease.
• Food & Beverage Partnership Collaboration: Partnering closely with our food and beverage lounge partners to accommodate special requests, dietary needs, and preferences, ensuring a seamless and elevated hospitality experience.
• Brand Ambassadorship: Acting as a true ambassador of arenaflex, embodying our values, representing our brand with pride, and creating moments of delight that resonate long after our guests depart the lounge.

Work Schedule and Environment

The Premium Lounge operates during the following hours: 5:30 AM to 10:30 PM, Monday through Sunday. Hours are subject to change based on business needs, and flexibility to work various shifts—including early mornings, late evenings, weekends, and holidays—is essential. This is an onsite, in-person role based at the Charlotte Douglas International Airport, where you will be an integral part of the daily rhythm of one of the busiest airports in the United States.

The lounge environment is energetic, sophisticated, and fast-paced. You will be surrounded by a team of dedicated professionals who rely on collaboration, communication, and mutual support to consistently deliver exceptional service. Light to moderate lifting may be required for certain job tasks, such as assisting with lounge setup, restocking, or accommodating guest needs.

Essential Qualifications

To be successful in this role, candidates must possess the following:

• Customer Service Experience: A minimum of one year of recent experience servicing premium or high-end customers in a face-to-face environment.
• Industry Background: Prior experience in the airline, airport lounge, hospitality, or travel industry is strongly preferred, including hands-on reservation experience.
• Passion for Service: A genuine passion for serving customers with proactive, thoughtful solutions that go above and beyond the ordinary.
• Exceptional Communication Skills: Outstanding verbal and written communication abilities, with a knack for delighting customers at every single interaction.
• Active Listening and Consultation: The ability to truly listen to customer needs and translate those needs into confident, tailored recommendations that result in high satisfaction.
• Professionalism and Positive Attitude: The ability to exhibit the utmost professionalism while maintaining a warm, positive, and welcoming attitude in all interactions.
• Team Collaboration: A collaborative mindset and the ability to rely on and work effectively with colleagues in a fast-paced, team-oriented environment.
• Decisive Problem Solving: The ability to make quick, effective decisions when unexpected situations arise, always keeping the Card Member's experience at the forefront.
• Resourcefulness and Technical Agility: Proficiency in using the Internet and various digital tools to provide real-time assistance, and the ability to switch seamlessly between multiple technology platforms.
• Adaptability and Resilience: Comfort with adapting to ever-changing environments and demonstrating resilience in the face of demanding or high-pressure situations.
• Flexible Availability: Willingness and ability to work flexible shifts, including nights, weekends, and holidays.
• Physical Requirements: Ability to perform light to moderate lifting as required for certain job tasks.

Preferred Competencies and Skills

In addition to the essential qualifications, the following skills and attributes will set you apart as an exceptional candidate:

• Experience working in a luxury hospitality, concierge, or premium retail environment.
• Familiarity with airport operations, travel booking systems, or loyalty program management.
• Multilingual abilities or cultural fluency that enhances service to a diverse, global clientele.
• A demonstrated ability to anticipate customer needs before they are expressed.
• Strong organizational skills and the ability to manage multiple priorities simultaneously without sacrificing attention to detail.

Compensation and Benefits

At arenaflex, we believe in rewarding our colleagues fairly and comprehensively. The expected hourly pay range for this position is $20.00 to $22.12 per hour, plus bonus incentives and a robust benefits package. Final compensation will be determined based on factors such as your location, relevant experience, and qualifications.

We back our colleagues and their loved ones with a comprehensive suite of benefits and programs designed to support holistic well-being, including:

• Competitive Base Salaries and Bonus Incentives that recognize your contributions and impact.
• Retirement Savings Plan featuring a generous 6% company match to help you build a secure financial future.
• Financial Wellness Support including free financial coaching and personalized well-being resources.
• Comprehensive Health Coverage including medical, dental, vision, life insurance, and disability benefits.
• Flexible Work Arrangements through our innovative enterprise working model, which provides greater flexibility while preserving the important aspects of our unique in-person culture.
• Generous Parental Leave with 20+ weeks of paid leave for all parents, regardless of gender, available for pregnancy, adoption, or surrogacy.
• Global Wellness Access including free access to on-site wellness centers staffed with nurses and doctors (depending on location).
• Mental Health Support through free and confidential counseling services via our Healthy Minds program.
• Career Development Opportunities including training programs, mentorship, and pathways for advancement within arenaflex.

Career Growth and Learning Opportunities

At arenaflex, your career trajectory is in your hands—and we are here to support your ascent. We are deeply committed to the professional and personal growth of every colleague, offering a wide range of development opportunities including structured training programs, leadership development initiatives, cross-functional project opportunities, and access to industry-leading learning resources. Whether your ambition is to deepen your expertise in hospitality and concierge services, expand into operations management, or transition into a broader customer experience role, arenaflex provides the platform, the mentorship, and the encouragement to help you achieve your goals.

Our Culture and Values

The arenaflex culture is built on a foundation of integrity, inclusion, and a powerful commitment to backing our customers and each other. We are a global and diverse community that celebrates individuality and believes that the best ideas come from teams with a wide range of perspectives and experiences. We strive to create an environment where every colleague feels seen, heard, and valued, and where everyone has the opportunity to share in the company's success.

We win as a team. We lead with empathy, act with integrity, and consistently deliver the world's best customer experiences—not just on most days, but every day. When you join arenaflex, you join a company that is invested in your success, your well-being, and your future.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and makes all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. We are committed to fostering a workplace that is diverse, inclusive, and welcoming to all.

Employment Eligibility

Employment eligibility to work with arenaflex in the United States is required. The company will not pursue visa sponsorship for this position.

Join arenaflex – Lead the Way

If you are ready to take your customer service career to the next level and become part of a company that truly values its people, we want to hear from you. This is more than just a job—it is an opportunity to make a difference in the lives of travelers from around the world, to grow professionally in a supportive and dynamic environment, and to be part of a team that is shaping the future of premium hospitality. Bring your passion, your skills, and your commitment to excellence, and join us in delivering extraordinary experiences that set arenaflex apart.

Apply today and let’s lead the way together. We look forward to welcoming you to the team.