SCTP in Passenger Services (Full-time)(TA-eligible)

Course duration: 270 hours

Next Intake : 6 April 2026

Trainees will learn to assess and bridge service gaps, apply quality management principles, and incorporate sustainable practices in service delivery. Additionally, they will be trained to manage airport lounge operations, ensuring compliance with safety and hygiene standards, and deliver premium service to Commercially Important Person and executive guests, all while adhering to the company’s standard operating procedures and business ethics.

Module 1: Service Experience Design

On completion of this module, trainees should be able to develop, strategise and execute point-to-point customer service experience through service quality. Trainees should be able to assess opportunity and cost in bridging service gaps to enhance customer experience and service delivery.

Module 2: Customer Service Quality & Management System

On completion of this module, trainees should be able to apply the concepts of quality management systems to perform and manage work process for quality customer service delivery. The trainees will also be equipped with knowledge of sustainability practices to carry out corporate social responsibility and business ethics within the service work processes.

Module 3: Airport Lounge Management

On completion of this module, trainees should be able to observe company standard operations procedures to provide orientation and deliver premium service to guests visiting the lounge.  They should also be able to manage the food and beverage operations at the lounge in compliance with safety and hygiene standards.  In addition, they should be able to  help manage the different sections of Commercially Important Person and Executive lounges.

What you'll learn

Module 1: Service Experience Design

• Develop point-to-point customer service experience solutions

• Administer customer service experience solutions

• Implement design solutions/ approaches for service gaps

Module 2: Customer Service Quality & Management System

• Deliver quality customer service

• Manage quality customer service work processes

• Assess service quality performance

• Implement corporate social responsibility (CSR) and business ethics strategies

Module 3: Airport Lounge Management

• Handle arrival and departure of lounge guest

• Assist to manage lounge service operations

• Manage lounge food and beverage operations

Course Assessments

Trainees are required to complete an individual project, consisting of a written report and oral presentation, for Modules 1 to 2. For Modules 3, trainees will undergo both practical and theory assessment.

Entry requirements

Professional Experience & Background

• Minimum 21 years old.

• At least 3 years of professional working experience in any industry.

• Must demonstrate a customer-centric mindset and the confidence to engage with passengers independently in a fast-paced environment

• Willing to do shift work

 Technical & Language Proficiency

• Proficient in basic office productivity tools, specifically Microsoft Word and PowerPoint.

• Competency in English (Written & Oral) is required to effectively assist passengers and handle documentation.

Suitability

• All shortlisted candidates will undergo a screening process (which may include an interview and/or aptitude test) to assess their suitability for the passenger services role.

Fees

Fee for this course can be paid using SkillsFuture Credits. 

This course is eligible for SkillsFuture Mid-Career Training Allowance, please visit SSG's page for more information.

Please visit www.skillsfuture.sg/careertransition for more information.

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