VIP Lounge Passenger Relations Lead

Accorcorpo; Singapore; On-site; SGD 42,000 - 70,000; Full time

Job summary

Accor, located at Changi Airport, seeks a Passenger Relations Team Leader to deliver luxury service for guests and clients. You will lead the Passenger Relations team across shifts, handle escalations, and ensure smooth lounge operations with a focus on VIP support.

The role requires strong communication, problem-solving, and teamwork, with flexibility for 24-hour operations, including evenings and weekends. Join a renowned hospitality group in a premier airport lounge setting.

Qualifications

• Leads and supervises the Passenger Relations team to maintain high service standards.

Responsibilities

• Lead and supervise the Passenger Relations team during assigned shifts.
• 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.

Skills

Leadership

Customer service

Communication

Problem solving

MS Office

Multilingual

Education

High school diploma or equivalent

Bachelor's degree in hospitality/tourism or related field

Tools

Hotel PMS systems

Aviation IT systems

MS Office

Job description

Accor, located at Changi Airport, seeks a Passenger Relations Team Leader to deliver luxury service for guests and clients. You will lead the Passenger Relations team across shifts, handle escalations, and ensure smooth lounge operations with a focus on VIP support.

The role requires strong communication, problem-solving, and teamwork, with flexibility for 24-hour operations, including evenings and weekends. Join a renowned hospitality group in a premier airport lounge setting.