Passenger Relations Officer - Lounge

About the role

The Passenger Relations Officer will ensure a comfortable and memorable experience for guests in the Accor‑operated lounge at Changi Airport. You will handle enquiries, special requests and any concerns while supporting daily lounge operations.

Key responsibilities

• Deliver exceptional customer service, assisting guests with lounge access, VIP services and resolving issues.
• Maintain high standards of cleanliness, comfort and availability of amenities such as food, beverages and seating.
• Monitor guest feedback and collaborate with the lounge team to continuously improve service quality.
• Adhere to safety and security protocols to ensure smooth and efficient lounge operations.

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 environment.
• Strong communication, problem‑solving and interpersonal abilities; fluent in English, multilingualism a plus.
• Ability to work under pressure, detail‑oriented and flexible to work various shifts, including evenings, weekends and holidays.

Required skills