Passenger Relations Officer - Lounge

AAPC SINGAPORE PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

AAPC SINGAPORE PTE. LTD. is hiring a Passenger Relations Officer for their lounges at Singapore Changi Airport. In this role, you will provide exceptional customer service to enhance the lounge experience for passengers. Responsibilities include supporting lounge operations, assisting with inquiries, and ensuring comfort and cleanliness. Ideal candidates have a high school diploma, experience in customer service preferably in an airport setting, and strong communication skills. Flexibility for shift work is necessary.

Qualifications

• Minimum high school diploma; bachelor’s degree in hospitality, tourism, or related field preferred.
• Previous customer service experience in an airport or lounge setting preferred.
• Strong communication and problem-solving skills; fluent in English.

Responsibilities

• Provide exceptional customer service in the lounge.
• Support lounge operations and ensure cleanliness and comfort.
• Assist passengers with lounge access and VIP services.

Skills

Customer service

Communication skills

Problem-solving

Interpersonal skills

Education

High school diploma

Bachelor’s degree in hospitality, tourism, or related field

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 around the world.

Job Description

Accor is in a partnership with one of the World's Leading Airlines, to manage the Passenger Relations operations in the airport lounges.

Based in Singapore, the Passenger Relations Officer— Lounges provides passenger relations for one of the world’s leading airline lounges at Singapore Changi Airport.

• Provide exceptional customer service, ensuring a comfortable and enjoyable lounge experience, while assisting with enquiries, special requests, and complaints.
• Support lounge operations, ensuring cleanliness, comfort, and availability of amenities such as food, beverages, and seating.
• Assist passengers with lounge access, VIP services, and any specific needs, maintaining a calm and welcoming atmosphere.
• Monitor customer feedback, collaborate with lounge teams, and adhere to safety and security protocols to ensure smooth lounge operations.

Qualifications

• Minimum high school diploma; bachelor’s degree in hospitality, tourism, or related field preferred.
• Previous customer service or hospitality experience, ideally in an airport or lounge setting; experience handling passenger relations and complex requests is a plus.
• Strong communication, problem‑solving, and interpersonal skills; proficiency in basic computer systems; 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.

Additional Information

Our culture of inclusion welcomes everyone regardless of race, gender and background.