Airport Lounge Passenger Relations Lead

AAPC SINGAPORE PTE. LTD.; Singapore; On-site; SGD 56,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Travel perks

Uniforms provided

Training and development

Supportive environment

Job summary

Accor Singapore is seeking a Passenger Relations Team Leader to deliver luxury service in one of the world's leading airline lounges at Singapore Changi Airport. You will supervise the PRO team, coordinate guest assistance and ensure seamless operations across lounge areas.

The role requires strong communication, leadership, and problem-solving skills, experience in concierge or aviation customer service, and flexibility to work shifts including weekends and public holidays.

Qualifications

• Minimum high school diploma; bachelor’s degree in hospitality, tourism, or related field preferred.
• Experience within a Concierge, Hotel Front Office or aviation customer service role.
• Experience leading small customer focused teams.
• Demonstrated experience in providing superior service standards and requirements.
• Experience using Hotel Property Management Systems or aviation IT systems.
• Strong computer skills – particularly Microsoft Office Suite.
• A strong knowledge of the airport, area and region is necessary.
• Strong communication, problem-solving, and interpersonal skills.
• Fluent in English; multilingual abilities are a plus.
• Customer-focused, detail-oriented, and able to work under pressure; flexibility to work various shifts in a 24-hour operation, including evenings, weekends, and holidays.

Responsibilities

• Providing personalized services and assistance to premium passengers at the airline lounge and various areas of the airport.
• Handle and resolve escalated passenger complaints. Assist PRO Team as needed.
• Conduct briefings for the PRO Team covering daily events, VIPs/CIPs, expected activity, new or updated procedures, and items requiring extra attention.
• Move around and provide support in various PRO operating areas, including First Class Check-in, Customer Service Desk, Entrance, etc.
• Work as a team to ensure lounge duties are carried out efficiently. Monitor performance and provide ongoing coaching as required.
• This role will be required to work shifts, weekends and public holidays.

Skills

Communication

Problem solving

Interpersonal skills

Leadership

MS Office

Aviation IT

Airport knowledge

Team leadership

Education

High school diploma

Bachelor’s degree in hospitality/tourism

Tools

Hotel PMS

Aviation IT systems

Job description

Accor Singapore is seeking a Passenger Relations Team Leader to deliver luxury service in one of the world's leading airline lounges at Singapore Changi Airport. You will supervise the PRO team, coordinate guest assistance and ensure seamless operations across lounge areas.

The role requires strong communication, leadership, and problem-solving skills, experience in concierge or aviation customer service, and flexibility to work shifts including weekends and public holidays.