Passenger Relations Officer - Lounge

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

Job summary

A leading hospitality company is seeking a Passenger Relations Officer to manage customer service in airport lounges at Singapore Changi Airport. The ideal candidate should have a high school diploma, strong customer service experience, especially in an airport or lounge. Key responsibilities include ensuring a welcoming atmosphere and supporting lounge operations. The role requires excellent interpersonal skills and the flexibility to work various shifts, contributing to an inclusive and diverse environment.

Benefits

Inclusive work culture

Qualifications

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

Responsibilities

• Provide exceptional customer service in the airport lounge environment.
• Support lounge operations and ensure cleanliness and comfort.
• Assist passengers with lounge access and any specific needs.

Skills

Customer service

Communication skills

Problem-solving

Interpersonal skills

Education

High school diploma (Bachelor's degree preferred)

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.