Passenger Relations Team Leader

AAPC SINGAPORE PTE. LTD.; Singapore; On-site; SGD 51,000 - 78,000; Full time

Job summary

A luxury hotel service provider in Singapore seeks a Passenger Relations Team Leader to deliver top-notch service at airline lounges. The ideal candidate will possess strong communication skills, experience in customer service, and leadership capabilities. This role requires flexibility to work various shifts, ensuring excellence in guest relations and handling escalated complaints. Join a dynamic team committed to providing an exceptional experience.

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.

Responsibilities

• Provide luxury service for guests at airline lounges.
• Handle and resolve escalated passenger complaints.
• Conduct briefings for the PRO Team.
• Monitor performance and provide coaching as required.
• Support various PRO operating areas.

Skills

Customer service

Problem-solving

Team leadership

Communication

Flexibility

Education

High school diploma

Bachelor's degree in hospitality or related field

Tools

Microsoft Office Suite

Hotel Property Management Systems

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 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.