Passenger Relations Team Leader - Lounge

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

Job summary

A leading hospitality group in Singapore is seeking a Passenger Relations Team Leader to provide luxury service to premium passengers in one of the top airline lounges. This role involves supervising the Passenger Relations Team, handling escalated complaints, and conducting team briefings. The ideal candidate should have significant experience in customer service, strong problem-solving skills, and the ability to work under pressure. A flexible schedule is required, including nights and weekends.

Qualifications

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

Skills

Customer-focused

Problem-solving

Interpersonal skills

Strong communication

Detail-oriented

Education

Minimum high school diploma; bachelor’s degree in hospitality, tourism, or related field preferred

Tools

Hotel Property Management Systems

Microsoft Office Suite

Job description

Company 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.

Job Description

• 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.

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.