My Job at SATS: What it’s really like to work in an exclusive airport lounge

When you work in a space restricted to only a chosen few, everything must be perfect—from the neatly folded napkins to chilled champagne and the ideal room temperature.

Most people would find this level of precision overwhelming, but not Ridzuan, a Customer Services Agent (CSA) at SATS working at an exclusive lounge in Changi Airport. As someone who is extremely particular about cleanliness and order, it’s where Ridzuan thrives.

Muhammad Ridzuan Bin Gulam Rahman, Customer Services Agent (Lounge)

From architecture to airport hospitality

Ridzuan took an unconventional route into the hospitality sector. After earning a diploma in architecture, he spent four years drafting designs before realising that a desk-bound job wasn’t his ideal long-term career path. “I wanted a change, something different from the monotony of desk work all day,” he recalls.

He then seized an opportunity to work at a luxury retail shop in Terminal 3 of Changi Airport, having no idea that it would lead him to a career at SATS. While helping a customer (who also happened to be a Lounge Manager), Ridzuan was thrown the question about working as a CSA. “I thought, why not give it a shot?”

Read also: It takes a team to give a premier lounge experience to passengers

Serving exclusivity

Where Ridzuan works as a CSA is an environment that suits his preference for order—it's serene, quiet, and meticulously organised. The lounge is reserved for high-net-worth clients who want to relax in peace or savour a thoughtfully prepared meal before hopping on their flights.

Guests of the lounge have the option to check in directly to the immigration area via the SATS Premier Check-In Lounge

Ridzuan’s duties as a CSA go beyond the typical hospitality tasks of registering guests or taking orders. He ensures that every detail, from the selection and stock of refreshments to the arrangement of limousine services, is attended to. “I can’t help but notice when things are off, and here at the lounge, that’s actually a good thing,” he says with a grin.

Unlike other airport lounges that offer buffets, this exclusive lounge serves meals by order, giving Ridzuan a sense of control. “The smaller crowd allows me to focus on the finer details and make sure everything is just right.”

Balancing perks and challenges

Sure, there are benefits to working in an exclusive lounge. Ridzuan chuckles, admitting, “I’d be lying if I said I don’t enjoy the food.” Aside from this perk, he appreciates the freedom they are granted. "Our managers trust us to do our jobs well, so there’s a real sense of independence.”

The little moments also add value to his almost decade-long stay in the lounge. Ridzuan recalls one instance when a guest recognised him after his return from a brief hiatus during the pandemic. “He said, ‘Hey, you’re back!’ It felt good to know that he remembered me. It means I must have done something right.”

But it’s not all glamour. Ridzuan admits that the job has its fair share of pressures, especially during the morning rush when guests arrive in waves, expecting their meals to be ready in minutes. “Our chefs prepare everything to order, so it can take time, but we work hard to make every guest feel looked after.”

The lounge’s exclusivity also comes with its challenges. While guests are allowed to bring one companion, some try to stretch this rule, and Ridzuan must politely but firmly manage such situations. “It’s not easy to say no, especially to high-profile clients, but we have to maintain the integrity of the lounge,” he says.

Maintaining standards

Over the years, Ridzuan has become a mentor to new staff members, guiding them on everything from the proper way to serve clients to maintaining the exacting standards of the lounge. “We even go over how to stand properly,” he says, chuckling.

But some skills, like how to read a guest’s mood or handle high-stress situations, can't be taught overnight. “That comes with time and experience.”

The variety in his work keeps Ridzuan engaged. Some guests want to chat, while others prefer quiet time. “Being able to anticipate the guests’ needs and read the room is crucial,” he says. “You have to know when to offer a friendly word and when to give them space.”

Read also: I am a Lounge Manager at Seletar Business Aviation Centre

Ridzuan also upholds strict standards of grooming and presentation, which are essential in the hospitality industry, particularly when you are posted at a lounge this exclusive. “In a place like this, the smallest details matter. I make sure my hair is always neat, and my fingernails are clipped. It’s part of the job.”

Where every folded napkin and chilled glass of champagne must be perfect, Ridzuan shines. His meticulous eye for order is not a quirk, but an advantage, keeping the lounge as refined as it is meant to be.

 

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