Passenger Relations Team Leader - Lounge

About the role

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. 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.

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Company Intel

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