Passenger Relations Team Leader

AAPC SINGAPORE PTE. LTD.; Singapore; On-site; SGD 45,000 - 60,000; Full time

Job summary

A leading company in the hospitality sector seeks a Passenger Relations Team Leader in Singapore. This role focuses on delivering exceptional service to premium passengers in airport lounges. Responsibilities include supervising the team, resolving complaints, and ensuring efficient operations. Ideal candidates possess strong communication skills, experience in customer service, and the ability to work flexible shifts.

Qualifications

• Experience in concierge services or aviation customer service roles.
• Proven ability to deliver superior service standards.

Responsibilities

• Deliver luxury service experience in a premier airline lounge.
• Provide personalized assistance to premium passengers.
• Conduct briefings for the PRO Team on daily operations.

Skills

Communication

Problem Solving

Interpersonal Skills

Education

High school diploma

Bachelor’s degree in hospitality

Tools

Microsoft Office Suite

Job description

Company Description

Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,500 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services, and co-working spaces. Accor has a portfolio of incomparable brands, led by more than 300,000 employees worldwide.

Job Description

Accor is partnered with one of the world's leading airlines to manage Passenger Relations operations in airport lounges.

Based in Singapore, the Passenger Relations Team Leader is responsible for delivering a luxury service experience to guests, customers, and clients in one of the world's premier airline lounges. The role involves executing tasks assigned by the Passenger Relations Manager to meet and exceed guest expectations. The Team Leader provides guidance and supervision to the Passenger Relations Team to ensure optimal performance of PRO duties.

• Providing personalized assistance to premium passengers across various airport areas.
• Handling and resolving escalated passenger complaints; supporting the PRO Team as needed.
• Conducting briefings for the PRO Team on daily operations, VIP/CIP arrivals, special events, procedures, and areas requiring attention.
• Supporting operations across PRO areas such as First Class Check-in, Customer Service Desk, and Entrance.
• Ensuring efficient lounge operations through teamwork, monitoring performance, and coaching team members.
• This position requires shift work, including weekends and public holidays.

Qualifications

• High school diploma required; bachelor’s degree in hospitality, tourism, or related field preferred.
• Experience in concierge services, hotel front office, or aviation customer service roles.
• Experience leading small, customer-focused teams.
• Proven ability to deliver superior service standards.
• Experience with Hotel Property Management Systems or aviation IT systems.
• Proficient in Microsoft Office Suite.
• Knowledge of the airport, local area, and region.
• Excellent communication, problem-solving, and interpersonal skills.
• Fluent in English; multilingual skills are advantageous.
• Customer-focused, detail-oriented, able to work under pressure, and flexible to work various shifts, including evenings, weekends, and holidays.

Additional Information

Our inclusive culture welcomes everyone regardless of race, gender, or background.