Passenger Relations Team Leader - Lounge

About the Company

Accor is collaborating with one of the world's premier airlines to oversee lounge operations at Changi Airport. We are seeking Passenger Relations Team Leaders to deliver exceptional luxury service to guests, clients, and customers, while executing various responsibilities delegated by the Passenger Relations Manager. The Team Leader will guide and supervise the Passenger Relations Team to ensure efficient completion of their duties.

Key Responsibilities

• Offer tailored services and support to premium passengers within the airline lounge and throughout the airport.
• Address and resolve escalated passenger complaints and assist the Passenger Relations Officer (PRO) Team as required.
• Lead briefings for the PRO Team focusing on daily schedules, VIPs/CIPs presence, expected activities, updates to procedures, and special focus areas.
• Provide operational support across different PRO zones such as First Class Check-in, Customer Service Desk, and Entrance areas.
• Foster teamwork to ensure smooth lounge operations, oversee performance, and deliver continuous coaching.

Qualifications and Skills

• Minimum of a high school diploma; a bachelor's degree in hospitality, tourism, or a related field is preferred.
• Experience in concierge services, hotel front office, or aviation customer service roles.
• Proven leadership experience managing small, customer-centric teams.
• Track record of delivering superior service quality and standards.
• Familiarity with Hotel Property Management Systems or aviation IT systems.
• Proficient computer skills, especially with Microsoft Office applications.
• Extensive knowledge of the airport, local area, and surrounding region.
• Effective communication, problem-solving, and interpersonal capabilities.
• Fluency in English is required; being multilingual is advantageous.
• Customer-oriented with strong attention to detail, ability to perform under pressure, and availability to work flexible shifts including evenings, weekends, and holidays in a 24-hour operational environment.

Additional Information

Our inclusive company culture embraces diversity regardless of race, gender, or background.