Based in Singapore, the Passenger Relations Team Leader 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.
Job Description
- Providing personalized services and assistance to premium passengers at the airline lou 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.
- 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.
Top Skills
What We Do
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.
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