Passenger Relations Manager

Company Description

Based in Singapore, the Passenger Relations Manager oversees the smooth and efficient operation of the Passenger Relations Officer (PRO) team, ensuring exceptional service and complete customer satisfaction for our passengers and guests. The Passenger Relations Manager provides leadership and guidance to the PRO Team Leader and the PRO team, ensuring optimal performance in carrying out their tasks and responsibilities.

Job Description

1. Manage and support the Passenger Relations and Porter teams, ensuring smooth daily department operations.
2. Champion and promote the Heartist Culture within the PRO and Porter departments.
3. Monitor the appearance, standards, and performance of team members, with a focus on grooming, training, and fostering teamwork.
4. Ensure team members are well-versed in lounge services and the airport layout.
5. Develop and implement Business Continuity Plans (BCPs) to ensure uninterrupted lounge operations during crises.
6. Contribute to projects focused on enhancing service delivery, IT systems, and lounge infrastructure.
7. Collaborate with Talent & Culture on recruitment, selection, and performance management processes.
8. Maintain strong communication and collaborative relationships with all operating departments.

Qualifications

1. Minimum high school diploma; bachelor’s degree in hospitality, tourism, or related field preferred.
2. Supervisory or management experience in an airline lounge, hotel concierge, or hotel front office role.
3. Proven ability to deliver superior service standards and meet customer requirements.
4. Experience with Aviation IT Systems and/or Hotel Property Management Systems.
5. Strong computer skills, particularly with Microsoft Office.
6. In-depth knowledge of Changi Airport and airport procedures (strong advantage).
7. Relevant aviation, hospitality, or tourism qualification, along with experience managing teams of up to 100 members and using Aviation IT systems (strong advantage).

Additional Information

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