Passenger Relations Team Leader - Lounge

AccorCorpo; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Accor is partnering with one of the World’s Leading Airlines to manage lounge operations at Changi Airport. We seek Passenger Relations Team Leaders to provide luxury service to guests while guiding a team to meet and exceed expectations.

You will supervise shifts, handle escalations, monitor lounge flow, and ensure compliance with security and company policies. Prior experience in Concierge or airport hospitality is preferred, with English fluency and willingness to work flexible hours.

Qualifications

• Requires strong leadership in a hospitality setting.
• Proven customer service excellence and ability to handle guest inquiries.
• Strong communication and interpersonal skills; problem-solving under pressure.

Responsibilities

• Lead and supervise the Passenger Relations team during assigned shifts to ensure high service standards.
• Act as point of contact for escalated guest inquiries, complaints and special requests.
• Monitor lounge operations and guest flow to ensure efficiency and comfort.
• Support team members to maintain consistent service quality.
• Ensure compliance with airport security protocols and company policies.
• Assist with staff deployment and daily briefings.
• Maintain accurate records of guest feedback, incidents and service recovery actions.
• Support VIP and premium passengers with personalized assistance and hospitality.

Skills

Leadership

Customer service

Communication

Problem solving

Interpersonal skills

Multilingual

Education

High school diploma

Bachelor’s degree in hospitality or related field

Job description

• Full-time
• Job-Category: Rooms
• Job Type: Permanent

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 Lounge operations located in Changi Airport. We are looking for Passenger Relations Team Leaders who will be responsible for providing a luxury level of service for guests, customers and clients 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 Passenger Relations Officers tasks and responsibilities.

• Lead and supervise the Passenger Relations team during assigned shifts to ensure high service standards.
• Act as a point of contact for escalated guest inquiries, complaints and special requests.
• Monitor lounge operations and guest flow to ensure efficiency and comfort.
• Support team members to maintain consistent service quality.
• Ensure compliance with airport security protocols and company policies.
• Assist with staff deployment and daily briefings
• Maintain accurate records of guest feedback, incidents and service recovery actions.
• Support VIP and premium passengers with personalized assistance and hospitality.

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 Systemsor aviation IT systems.
• 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.

Additional Information

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