Passenger Relations Team Leader - Lounge

• 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.