Passenger Relations Team Leader - Lounge

Accor; Singapore; On-site; SGD 39,000 - 78,000; Full time

Job summary

Accor is partnering with a leading airline to manage lounge operations at Changi Airport. The Passenger Relations Team Leader will guide the lounge team, handle escalations, and ensure luxury service standards across shifts.

Key focus areas include guest flow, staff coordination, security compliance, and record-keeping of feedback and incidents. English fluency is required; multilingual skills are a plus.

Qualifications

• Minimum high school diploma; bachelor's preferred in hospitality/tourism.
• Experience in Concierge, Hotel Front Office or aviation customer service.
• Experience leading small customer-focused teams.
• Proven ability to deliver superior service standards.
• Experience using hotel/aviation IT systems.
• Strong English communication; multilingual a plus.

Responsibilities

• Lead and supervise the Passenger Relations team during shifts.
• Act as contact for escalated guest inquiries and special requests.
• Monitor lounge operations and guest flow for efficiency and comfort.
• Support team members to maintain consistent service quality.
• Ensure compliance with security protocols and company policies.
• Assist with staff deployment and daily briefings.
• Maintain records of guest feedback and service recovery actions.
• Provide VIP and premium passenger personalized assistance.

Skills

Leadership

Guest service

Communication

Problem solving

Interpersonal skills

Shift flexibility

Education

High school diploma

Bachelor’s degree (hospitality/tourism)

Tools

Hotel Property Management System

Aviation IT systems

MS Office

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 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 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.

Additional Information

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