Passenger Relations Team Leader - Lounge

About the role

Accor, in partnership with a leading airline, is seeking a Passenger Relations Team Leader to oversee luxury service delivery at the Changi Airport lounge. You will lead a small team, ensuring premium passengers receive personalized assistance and that lounge operations run smoothly.

Key responsibilities

• Provide personalized services to premium passengers across the lounge and airport areas.
• Handle and resolve escalated passenger complaints.
• Assist the Passenger Relations Operations (PRO) team as needed.
• Conduct daily briefings covering VIPs, activity forecasts, new procedures, and focus items.
• Support various PRO zones such as First Class check‑in, customer service desk, and entrance.
• Monitor team performance, deliver coaching, and ensure efficient lounge duties.

Required profile

• Minimum high school diploma; bachelor’s degree in hospitality, tourism or related field preferred.
• Experience in concierge, hotel front office or aviation customer service.
• Proven experience leading small, customer‑focused teams.
• Strong knowledge of the airport and surrounding region.
• Fluent English; additional languages are a plus.
• Ability to work flexible shifts in a 24‑hour operation, including evenings, weekends and holidays.

Required skills

• Microsoft Office Suite
• Hotel Property Management Systems
• Aviation IT systems

What we offer

• Inclusive culture that welcomes diversity.
• Opportunity to work with a world‑leading airline at a premier airport.
• Professional development in a high‑visibility hospitality environment.