Guest Relations Officer

7 days ago

India GMR Infrastructure Full time

Location:
GADL Goa (GA12PJ01), IN- Company: GMR GOA Intl Airport Ltd

ORGANISATION CHART:


To ensure all the VVIP, VIP and CIP guest movements at the New Goa International airport are seamless, prompt, professional and are delivered with highest customer service experience.

This shall include end to end coordination with guest, their protocol teams (if any) and all stakeholders (internal & external) related to the airport operations.

He/She shall ensure that the Guest Relations team provides a welcoming world class meet and assist service with minimum waiting times at all processing points and also ensure an enhanced travel experience to the passengers while transiting through New Goa International Airport.


KEY ACCOUNTABILITIES:


Ensure Exceptional Meet & Greet Service is provided by the GR team to the VVIP, VIP, CIP and any other passengers requested by Sr.

Management travelling via New GOA International airport

Readiness of Lounges

Airlines / Business Class Lounge

Reserved Lounge

VIP Terminal Lounge

Seamless processing of all Departure and Arrival movement of VIP's by informing all concerned in advance and ensure minimum waiting time/Fast track at all processing points

Brand Building - Ensuring that every movement done / guest attended by the GR team leaves behind a positive, pleasant and heartfelt memory for the passenger

EXTERNAL INTERACTIONS:

  • Passengers
  • Govt

Agencies:
CISF, Immigration, Customs, Police, SPG, APHO, GAD, BCAS, Goa Tourism, Govt Official of various functions

  • Consulate and Diplomats of various countries
  • Airlines (Scheduled and Non Scheduled operators)
  • Lounge Operator and other Concessionaires
  • GGIAL Outsourced Agencies
  • Ground Handlers and Service Providers
  • All agencies regard to Ground Transportation
  • Airport Operations and GR teams of other Indian Airports (AAI and Private)
  • Celebritie

INTERNAL INTERACTIONS:

-
Top Management of the Group & GGIAL:

  • Terminal Operations & CFL
  • Airside
  • Landside Ops
  • FMS
  • Procurement
  • Security
  • P&E
  • Quality
  • AOCC
  • Corporate Relations
  • HR

FINANCIAL DIMENSIONS:

OTHER DIMENSIONS:

EDUCATION QUALIFICATIONS:

  • BSc / BA in Hospitality & Business from a reputed university

RELEVANT EXPERIENCE:

  • 6 years' experience in Aviation and Hospitality Industry
  • Excellent Customer Service and Communication skills
  • Ability to work under pressure and ensure quality delivery within timelines
  • Good Computer skills, especially MS Office

COMPETENCIES:

  • Entrepreneurship
  • Capability Building
  • Social Awareness
  • Planning & Decision Making
  • Execution & Results
  • Strategic Orientation
  • Problem Solving & Analytical Thinking
  • Networking
  • Personal Effectiveness
  • Teamwork & Interpersonal influence
  • Stakeholder Focus

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