About this role
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 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
- 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.
Additional Information
Our culture of inclusion welcomes everyone regardless of race, gender and background.
Other facts
About AccorCorpo
Located in the heart of each destination we call home, a stay at any Fairmont hotel is truly unforgettable. Known for grand and awe-inspiring properties and thoughtful and engaging colleagues who aim to make each and every stay a cherished and memorable experience, we have been the stage for some of the most significant moments in global history.
As a part of ALL - the Accor Live Limitless Lifestyle Loyalty Program, with 90 exceptional addresses in 32 countries, we are as favored by world leaders and business travelers as we are by families and those with a penchant for luxurious travels.
Fairmont Hotels stand at the intersection of elegance and culture, where significant occasions are honored and pivotal global events unfold. Wherever we are situated, our hotels become the cultural and social heart of the community; so immersed in local traditions and so deeply connected to our surroundings, Fairmont Hotels are seen as an essential part of their respective destinations.
What you'll do
- The Passenger Relations Team Leader is responsible for providing luxury service to guests and supervising the Passenger Relations Team. This includes handling escalated complaints, conducting team briefings, and ensuring efficient lounge operations.
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