What are the responsibilities and job description for the Delta Sky Club Ambassador - DTW position at Delta Air Lines, Inc.?
- Vision: Deliver world-class service to all customers.
- Mission: Make every customer feel like the most valued person.
This critical position provides exceptional hospitality to Delta’s high-value customers, club members, and their guests.
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!).
Summary of responsibilities (not comprehensive of all tasks):
- 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.
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