Passenger Relations Officer - Lounge
On-siteSingapore, Singapore
Job Summary
Deliver 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. Support daily lounge operations by maintaining high standards of cleanliness, comfort, and availability of amenities including food, beverages, and seating. Assist passengers with lounge access and VIP services, addressing individual needs with professionalism and creating a calm, welcoming atmosphere. Monitor guest feedback and collaborate with lounge teams to enhance service quality, while adhering to all safety and security protocols to ensure smooth and efficient lounge operations. This role requires flexibility to work various shifts in a 24-hour operation, including evenings, weekends, and holidays. A high school diploma is required, with a bachelor's degree in hospitality, tourism, or a related field preferred. Fluency in English is essential, with multilingual abilities being a plus.
Required Qualifications
- Minimum high school diploma
- Bachelor's degree in hospitality, tourism, or related field
- Previous customer service or hospitality experience
- Experience handling passenger relations and complex requests
- Strong communication, problem-solving, and interpersonal skills
- Proficiency in basic computer systems
- Fluent in English
- Customer-focused
- Detail-oriented
- Able to work under pressure
- Flexibility to work various shifts in a 24-hour operation, including evenings, weekends, and holidays
Desired Qualifications
- Bachelor's degree in hospitality, tourism, or related field preferred
- Ideally in an airport or lounge setting
- Experience handling passenger relations and complex requests is a plus
- Multilingual abilities are a plus
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