Passenger Relations Team Leader - Lounge

Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,500 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services and co-working spaces. Accor has a portfolio of incomparable brands, led by more than 300,000 employees around the world.

Accor is in a partnership with one of the World's Leading Airlines, to manage the Passenger Relations operations located in Changi Airport. 

We are seeking interested applicants for the Passenger Relations Team Leader role. This role is responsible for providing a luxury level of service for guests, customers and clients in one of the world's leading airline lounges, 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.

Key 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.

• 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.