Passenger Relations Officer - Lounge
About this role
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
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.
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.
Company at a glance
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.
Tired of cold applications?
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Know someone who'd be great for this?