Passenger Relations Team Leader

Accor Lounge; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

Join a prestigious airline lounge in Singapore as a Passenger Relations Team Leader, delivering exceptional service and supervision to a dedicated team. This role involves hands-on support in various operational areas, ensuring a luxury experience for our guests. Candidates should possess a strong background in customer service and a passion for hospitality, paired with flexibility to work in a dynamic environment.

Qualifications

• Experience within a Concierge, Hotel Front Office or aviation customer service role.
• Experience leading small customer-focused teams.
• Fluent in English; multilingual abilities are a plus.

Responsibilities

• Provide personalized services and assistance to premium passengers.
• Handle and resolve escalated passenger complaints.
• Conduct briefings for the PRO Team covering daily events.

Skills

Communication

Problem-Solving

Interpersonal Skills

Education

High school diploma

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

Tools

Hotel Property Management Systems

Microsoft Office Suite

Job description

Based in Singapore, the Passenger Relations Team Leader is responsible for providing a luxury level of service for guests, customers and clients in one of the world's leading airline lounges, while completing a variety of tasks assigned by the Passenger Relations Manager, in order to meet and exceed guests’ expectations. Passenger Relations Team Leader provides direction and supervision to the Passenger Relations Team ensuring optimum performance of PRO tasks and responsibilities.

• Providing personalized services and assistance to premium passengers at the airline lou 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.

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.