Passenger Relations Team Leader (Night Shift)

• Job Schedule: Full-Time
• Job Type: Permanent
• Job Category: Rooms
• Brands: ACCOR

Location: Singapore

Reference: REF4430K

Passenger Relations Team Leader (Night Shift)

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

Based in Singapore, the Passenger Relations Team Leader is responsible for providing a luxury level of service to 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. The Passenger Relations Team Leader provides direction and supervision to the Passenger Relations Team ensuring optimum performance of PRO tasks and responsibilities. This role will be required to work night shifts only.

Responsibilities

• Providing personalized services and assistance to premium passengers at the airline lounge and various areas of the airport.
• Handle and resolve escalated passenger complaints. Assist PRO Team as needed.
• Conduct briefings for the PRO Team covering daily events, VIPs/CIPs, expected activity, new or updated procedures, and items requiring extra attention.
• Move around and provide support in various PRO operating areas, including First Class Check-in, Customer Service Desk, Entrance, etc.
• Work as a team to ensure lounge duties are carried out efficiently. Monitor performance and provide ongoing coaching as required.

Qualifications

• Able to work night shift.
• 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.
• 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 in a 24-hour operation on weekends and public holidays.

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

Discover a world where life pulses with passion. Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions, and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

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