The Passenger Relations Team Leader oversees a team, providing luxury service to premium passengers, resolving complaints, and ensuring operational efficiency.
Company Description
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
Aviation It Systems
Hotel Property Management Systems
Microsoft Office Suite
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What you need to know about the Singapore Tech Scene
The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.
