Passenger Relations Officer - Lounge

Job description

Accor is in a partnership with one of the world’s leading airlines to manage lounge operations at Changi Airport. We are seeking Passenger Relations Officers to join our team. In this role, you will be responsible for: Delivering exceptional customer service by ensuring guests enjoy a comfortable and memorable lounge experience, while assisting with enquiries, special requests, and the resolution of any concerns. Supporting daily lounge operations, maintaining high standards of cleanliness, comfort, and availability of amenities including food, beverages, and seating. Assisting passengers with lounge access and VIP services, addressing individual needs with professionalism and creating a calm, welcoming atmosphere. Monitoring guest feedback and collaborating with lounge teams to enhance service quality, while adhering to all safety and security protocols to ensure smooth and efficient lounge operations. 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. Our culture of inclusion welcomes everyone regardless of race, gender and background. 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.