Passenger Relations Team Leader - Lounge
Core
Lead and supervise a team of Passenger Relations Officers to deliver luxury-level service, manage guest flow, and handle escalated inquiries in an airport lounge.
Role type
Senior IC team leader (hospitality/aviation)
Builds
Airport lounge operations and guest experience
Domain
Aviation + Hospitality
Deliverable
product features
Required skills
Team leadership, conflict resolution, operational monitoring, staff deployment, compliance enforcement, record keeping, VIP hospitality, shift management
Preferred skills
Concierge or hotel front office experience, aviation customer service experience, knowledge of airport layout and region, multilingual abilities
Technologies
Hotel Property Management Systems, aviation IT systems, Microsoft Office Suite
Responsibilities
Lead and supervise the Passenger Relations team during assigned shifts, act as a point of contact for escalated guest inquiries and complaints, monitor lounge operations and guest flow, support team members to maintain consistent service quality, ensure compliance with airport security protocols and company policies, assist with staff deployment and daily briefings, maintain accurate records of guest feedback and incidents
Seniority
Senior, hands-on IC