Passenger Relations Team Leader - Lounge

Overview

Accor, in collaboration with a leading global airline, manages the lounge operations at Singapore Changi Airport and seeks a Passenger Relations Team Leader to oversee guest services. This role demands delivering an exceptional and luxurious level of service to guests and ensuring the high performance of the Passenger Relations Officers.

Responsibilities

• Lead and supervise the Passenger Relations team during shifts to maintain superior service standards.
• Handle escalated inquiries, complaints, and special guest requests professionally.
• Oversee lounge operations and manage guest flow to optimize comfort and efficiency.
• Support and guide team members in consistently delivering quality service.
• Ensure strict adherence to airport security measures and company policies.
• Assist in staff scheduling and conduct daily team briefings.
• Maintain detailed documentation of guest feedback, incidents, and actions taken for service recovery.
• Provide personalized assistance and hospitality to VIP and premium guests.

Requirements

• At least a high school diploma; university degree in hospitality, tourism, or related fields is preferred.
• Prior experience in concierge services, hotel front desk, or aviation customer service roles.
• Proven experience leading small customer-oriented teams.
• Track record of delivering outstanding service standards.
• Familiarity with hotel property management systems or equivalent aviation IT platforms.
• Competent in Microsoft Office applications.
• Strong knowledge of the airport, local area, and surrounding region.
• Excellent communication, problem-solving, and interpersonal abilities.
• Fluency in English, with additional languages considered an advantage.
• Customer-centric, detail-focused, and capable of working under pressure with flexible availability for varied shifts including nights, weekends, and holidays.

Additional Information

Accor values diversity and inclusion, welcoming all individuals regardless of gender, race, or background. The company encourages applications from candidates with disabilities and is committed to providing meaningful employment, supportive work conditions, and development opportunities. They invite applicants to specify any special accommodations needed during recruitment.

The culture promotes passion, excellence, emotional intelligence, and sustainability within a collaborative environment, aiming to cultivate a distinct and inclusive culture across the global team.