My Job at SATS: I am a Lounge Manager at Seletar Business Aviation Centre
In the northeastern part of Singapore lies a hidden gem, Seletar Airport, a smaller and more exclusive hub catering to general and business aviation. Apart from a few commercial flights daily, it caters to private jet travellers—those who are not fans of the hustle and bustle of larger airports.
Within its premises lies the Seletar Business Aviation Centre (Seletar BAC). Managed by the SATS Seletar Aviation Services, it is a haven designed for private jet passengers seeking a discreet and seamless journey.
Lu Siyu (Sylvie), Lounge Manager, warmly welcomes us to explore this space where they offer exceptional service to esteemed guests.
A personalised welcome
Stepping inside the lounge, we are greeted by a serene ambience and a modern elegant design. The interior may appear like a typical passenger lounge at an airport, but the lounge’s clientele is anything but ordinary. Celebrities, business tycoons, high-net-worth individuals, and even royalty grace the Seletar BAC.
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A Guest Relations Associate offers refreshments to guests at Seletar BAC
“Welcome to our sanctuary,” Sylvie beams, explaining that the lounge offers not only refreshments and cosy seating but also private shower areas and meeting rooms, allowing guests access to everything they need before or after their journey.
Having spent four years at Seletar BAC, Sylvie fondly recalls encounters with personalities she has had the privilege of welcoming. “Meeting incredible personalities is always a great experience,” she enthuses, “but regardless of their profile, we treat every guest with the same level of care and attention.”
Read also: What it takes to give a premier experience at the SATS Lounge
Crafting memorable lounge experiences
Sylvie and her team understand that their clients at Seletar BAC have a unique profile. Unlike commercial flights, private jet flights are often unscheduled as their passengers are those with unique and spontaneous travel needs.
Over the years, having served hundreds of private jet travellers, Sylvie has realised that familiarity breeds comfort. This is why they take the time to get to know frequent flyers, creating a sense of belonging and kinship. "It's incredible how strong a connection you can build over time," she muses.
From remembering special requests to warmly greeting returning guests, the bonds of friendship grow stronger with each encounter. "We must be well-versed in anticipating their needs," Sylvie shares. "We make it a point to remember their preferences, whether it's their favourite drink or the way they like their coffee."
Masters of adaptability
The role of Lounge Manager comes with its share of challenges. "We must be skilled in conflict resolution," Sylvie reveals. To her, dealing with demanding situations empathetically and tactfully is an opportunity to create stronger connections with guests.
"Clear communication is key," Sylvie adds. "We have to listen well for what they need so we can address their concerns.”
Seletar Airport often experiences days of serenity, with just a few private jet flights to manage. However, there are also days when the airport, together with the lounge, buzzes with activity.
During major events like the F1 Singapore Grand Prix, about 40 to 50 private jets arrive at Seletar Airport before and after the event day, and up to about 60 flights arrive on the actual race day. Sylvie and her team coordinate with the Changi Airport Group, Immigration and Customs Authority, SATS Security Services, and ground handlers, to facilitate smoother passenger flow.
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Team coordination for seamless experiences
Sylvie’s competent team at Seletar BAC includes a Guest Relations Supervisor and Guest Relations Associates, who understand the time-sensitive nature of private jet travel.
"Our clients value efficiency," Sylvie notes. “We have morning briefings to discuss the day's schedule, the number of passengers arriving, and any specific requirements. Everyone must be on the same page to provide the best possible service."
The team coordinates with ground handlers, the immigration office, and other stakeholders to ensure a smooth transition for travellers from the lounge to the aircraft. Every detail, from luggage handling to security clearance, is orchestrated with precision.
"I love what I do," Sylvie beams. "It's about making every guest feel at home, even in the short time they spend with us."
As we sit in the lounge looking at the breathtaking view of the sun painting the sky at Seletar Airport orange and red, Sylvie confides: “Plus, I’ve always been fascinated with working at the airport.”
Do you share the same passion as Sylvie? We have available opportunities for you at SATS.