Lead Passenger Relations – Luxury Airport Lounge

AccorCorpo; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Accor is partnering with one of the World’s Leading Airlines to manage lounge operations at Changi Airport. We seek Passenger Relations Team Leaders to provide luxury service to guests while guiding a team to meet and exceed expectations.

You will supervise shifts, handle escalations, monitor lounge flow, and ensure compliance with security and company policies. Prior experience in Concierge or airport hospitality is preferred, with English fluency and willingness to work flexible hours.

Qualifications

• Requires strong leadership in a hospitality setting.
• Proven customer service excellence and ability to handle guest inquiries.
• Strong communication and interpersonal skills; problem-solving under pressure.

Responsibilities

• Lead and supervise the Passenger Relations team during assigned shifts to ensure high service standards.
• Act as point of contact for escalated guest inquiries, complaints and special requests.
• Monitor lounge operations and guest flow to ensure efficiency and comfort.
• Support team members to maintain consistent service quality.
• Ensure compliance with airport security protocols and company policies.
• Assist with staff deployment and daily briefings.
• Maintain accurate records of guest feedback, incidents and service recovery actions.
• Support VIP and premium passengers with personalized assistance and hospitality.

Skills

Leadership

Customer service

Communication

Problem solving

Interpersonal skills

Multilingual

Education

High school diploma

Bachelor’s degree in hospitality or related field

Job description

Accor is partnering with one of the World’s Leading Airlines to manage lounge operations at Changi Airport. We seek Passenger Relations Team Leaders to provide luxury service to guests while guiding a team to meet and exceed expectations.

You will supervise shifts, handle escalations, monitor lounge flow, and ensure compliance with security and company policies. Prior experience in Concierge or airport hospitality is preferred, with English fluency and willingness to work flexible hours.