Premium Services Manager

Intellipro Group; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Intellipro Group is seeking a Premium Services Manager to lead the end-to-end management of premium lounges at Changi Airport. You will supervise service delivery, F&B, housekeeping, and staff performance while ensuring guest satisfaction and compliance with brand standards.

You will also build strong relationships with airline clients, monitor KPIs, and support commercial initiatives for lounge expansion and service improvements.

Qualifications

• 5+ years in hospitality or airport operations with progressive responsibility.
• At least 2+ years in a leadership capacity overseeing teams.
• Experience managing service delivery, F&B and housekeeping.
• Excellent interpersonal, communication and organizational skills.
• Proficiency with MS Office and reporting tools.

Responsibilities

• Oversee end-to-end premium lounge operations at Changi Airport.
• Lead service delivery, F&B, housekeeping and staff performance.
• Ensure compliance with health, safety and brand standards.
• Manage key airline client accounts and SLA performance.
• Support business development and lounge expansion initiatives.
• Prepare operational and financial reports for management.

Skills

Hospitality leadership

Client relationship management

F&B operations

Staff scheduling & development

SOPs & compliance

Tools

MS Office Suite

Reporting tools

Job description

The Premium Services Manager is responsible for the end-to-end management of the Company's premium lounges at Changi Airport. This includes the full spectrum of lounge operations—service delivery, food & beverage, housekeeping, staff performance, compliance, and guest satisfaction. The Premium Services Manager also contributes to the commercial success of the lounge business by managing key client accounts and supporting business development initiatives.

Duties and Responsibilities

Project Management

• Oversee the design, phasing, construction and operational readiness of T1 Refresh and T3 Renovation, while maintaining appropriate Lounge standards during the works
• Provide weekly project progress reports
• Manage relationships with Airport Authority, Airlines and other stakeholders

Operational Leadership

• Oversee the day-to-day operation of multiple lounges for First and Business Class passengers at Changi Airport.
• Ensure a seamless premium experience for guests by maintaining high standards in F&B, service, and facility cleanliness.
• Lead and manage a diverse team of service, kitchen, housekeeping, and support staff, ensuring optimal staffing and scheduling.
• Implement and monitor standard operating procedures (SOPs), safety guidelines, and service protocols in compliance with airport authority and corporate requirements.
• Liaise with internal stakeholders (e.g., Procurement, HR, Maintenance) and external vendors to ensure consistent and reliable service delivery.

Team Management

• Provide direction, mentorship, and performance evaluations to frontline supervisors and staff.
• Identify training needs and oversee ongoing learning and development initiatives.
• Foster a positive work environment that encourages collaboration, accountability, and customer service excellence.

Guest Experience & Service Standards

• Monitor and respond to guest feedback promptly and professionally.
• Conduct regular quality assurance checks to ensure services meet premium expectations.
• Continuously review and enhance guest journey and lounge offerings based on evolving passenger needs and competitive benchmarking.

Key Account Management

• Build and maintain strong relationships with key airline clients and stakeholders using the lounges.
• Act as the main point of contact for client concerns, performance reviews, and service-level agreements (SLAs).
• Manage contracts and ensure KPIs are met or exceeded.

Commercial Support

• Support business development efforts for lounge expansion and new service initiatives.
• Participate in market research, competitor analysis, and proposal development for new client opportunities.

Reporting & Compliance

• Prepare and analyze operational and financial reports related to lounge performance.
• Ensure all processes comply with health and safety standards, food hygiene regulations, and brand guidelines.

Requirements

• At least 5 years of progressive experience in hospitality or airport operations, with 2+ years in a leadership capacity.
• Proven experience in managing service delivery, food & beverage, and housekeeping functions.
• Strong understanding of customer service principles, team leadership, and commercial client management.
• Excellent interpersonal, communication, and organizational skills.
• Proficient in MS Office Suite and familiar with reporting tools.
• Ability to work shifts, including weekends and public holidays, as per airport operational requirements.