Passenger Relations Officer - Lounge

About the role

Accor is in a partnership with one of the world's leading airlines to manage lounge operations at Changi Airport. It is seeking Passenger Relations Officers to join its team, delivering a comfortable and memorable lounge experience for guests.

Key responsibilities

• Deliver exceptional customer service, assist with enquiries and special requests, and help resolve guest concerns.
• Support daily lounge operations, keeping the area clean, comfortable and well stocked with food, beverages and seating.
• Assist passengers with lounge access and VIP services, creating a calm and welcoming atmosphere.
• Monitor guest feedback and work with lounge teams to improve service quality, while following all safety and security protocols.

Required profile

• Minimum high school diploma; a bachelor's degree in hospitality, tourism or a related field is preferred.
• Previous customer service or hospitality experience, ideally in an airport or lounge setting; experience handling passenger relations and complex requests is a plus.
• Fluent in English; multilingual ability is a plus.
• Flexibility to work various shifts in a 24-hour operation, including evenings, weekends and holidays.

Required skills

• Strong communication, problem-solving and interpersonal skills.
• Proficiency in basic computer systems.
• Customer-focused, detail-oriented and able to work under pressure.