Passenger Relations Team Leader - Lounge

Accor is in a partnership with one of the World's Leading Airlines, to manage the Lounge operations located in Changi Airport. We are looking for Passenger Relations Team Leaders who will be responsible for providing a luxury level of service for guests, customers and clients while completing a variety of tasks assigned by the Passenger Relations Manager, in order to meet and exceed guests’ expectations. Passenger Relations Team Leader provides direction and supervision to the Passenger Relations Team ensuring optimum performance of PRO tasks and responsibilities.

• Lead and supervise the Passenger Relations 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.

• Minimum high school diploma; bachelor’s degree in hospitality, tourism, or related field preferred.

• Experience within a Concierge, Hotel Front Office or aviation customer service role.

• Experience leading small customer focused teams.

• Demonstrated experience in providing superior service standards and requirements.

• Experience using Hotel Property Management Systems or aviation IT systems.

• Strong computer skills – particularly Microsoft Office Suite.

• A strong knowledge of the airport, area and region is necessary.

• Strong communication, problem-solving, and interpersonal skills.

• Fluent in English; multilingual abilities are a plus.

• Customer-focused, detail-oriented, and able to work under pressure; flexibility to work various shifts in a 24-hour operation, including evenings, weekends, and holidays.

Our culture of inclusion welcomes everyone regardless of race, gender and background.