Passenger Relations Officer - Lounges

Based in Singapore, the Passenger Relations Officer - Lounges provides passenger relations for one of the world's leading airline lounges at Singapore Changi Airport. This role involves providing exceptional customer service, assisting with enquiries, special requests, and complaints, and supporting lounge operations to ensure cleanliness, comfort, and availability of amenities. The officer will also assist passengers with lounge access and VIP services, monitor feedback, and adhere to safety protocols.

Must Have

• Provide exceptional customer service, ensuring a comfortable and enjoyable lounge experience
• Assist with enquiries, special requests, and complaints
• Support lounge operations, ensuring cleanliness, comfort, and availability of amenities
• Assist passengers with lounge access, VIP services, and any specific needs
• Maintain a calm and welcoming atmosphere
• Monitor customer feedback and collaborate with lounge teams
• Adhere to safety and security protocols
• Minimum high school diploma
• Previous customer service or hospitality experience
• Strong communication, problem-solving, and interpersonal skills
• Proficiency in basic computer systems
• Fluent in English
• 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

Good to Have

• Bachelor’s degree in hospitality, tourism, or related field
• Experience handling passenger relations and complex requests
• Multilingual abilities

Perks & Benefits

• Culture of inclusion welcoming everyone regardless of race, gender and background

Company Description

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.

Job Description

Based in Singapore, the Passenger Relations Officer - Lounges provides passenger relations for one of the world's leading airline lounges at Singapore Changi Airport.

• Provide exceptional customer service, ensuring a comfortable and enjoyable lounge experience, while assisting with enquiries, special requests, and complaints.
• Support lounge operations, ensuring cleanliness, comfort, and availability of amenities such as food, beverages, and seating.
• Assist passengers with lounge access, VIP services, and any specific needs, maintaining a calm and welcoming atmosphere.
• Monitor customer feedback, collaborate with lounge teams, and adhere to safety and security protocols to ensure smooth lounge operations.

Qualifications

• Minimum high school diploma; bachelor’s degree in hospitality, tourism, or related field preferred.
• Previous customer service or hospitality experience, ideally in an airport or lounge setting; experience handling passenger relations and complex requests is a plus.
• Strong communication, problem-solving, and interpersonal skills; proficiency in basic computer systems; 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.

Additional Information

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