Passenger Relations Team Leader Airport Lounge

AAPC SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading hospitality firm is seeking a Passenger Relations Team Leader based in Singapore. This role involves delivering exceptional service to premium passengers in airline lounges and supervising the operations of the Passenger Relations Team. Candidates should possess leadership experience, ideally in a customer service or hospitality role, and a strong understanding of the aviation industry. The position requires flexibility to work various shifts, including weekends and holidays, ensuring a high standard of service is maintained.

Qualifications

• Experience in Concierge, Hotel Front Office or aviation customer service.
• Leadership experience with small customer-focused teams.
• Fluency in English; multilingual abilities are a plus.

Responsibilities

• Provide personalized services to premium passengers in the airline lounge.
• Resolve escalated passenger complaints and assist PRO Team.
• Conduct briefings covering daily events and important updates.

Skills

Strong communication

Problem-solving

Interpersonal skills

Customer-focused

Detail-oriented

Flexibility

Education

High school diploma

Bachelor's degree in hospitality or related field

Tools

Hotel Property Management Systems

Microsoft Office Suite

Job description

Overview

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.

Responsibilities

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