Passenger Relations Team Leader - Lounge

About the role

Accor partners with a leading airline to manage lounge operations at Changi Airport. It is looking for Passenger Relations Team Leaders who provide a luxury level of service to guests, customers and clients, carrying out tasks assigned by the Passenger Relations Manager. The role leads and supervises the Passenger Relations team during assigned shifts.

Key responsibilities

• Provide direction and supervision to the Passenger Relations team so that officers perform their tasks and responsibilities to the best of their ability.
• Lead and supervise the 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.

Required profile

• Minimum high school diploma; a bachelor's degree in hospitality, tourism or a related field is preferred.
• Experience in a Concierge, Hotel Front Office or aviation customer service role.
• Experience leading small, customer-focused teams.
• Demonstrated experience delivering superior service standards.
• Strong knowledge of the airport, area and region.
• Fluent English; multilingual ability is a plus.
• Flexibility to work various shifts in a 24-hour operation, including evenings, weekends and holidays.

Required skills

• Experience with hotel property management systems or aviation IT systems.
• Strong computer skills, particularly Microsoft Office Suite.
• Strong communication, problem-solving and interpersonal skills.
• Customer-focused, detail-oriented and able to work under pressure.