Manager - Guest Relations

Job Description

JOB PURPOSE

To facilitate hassle free passenger experience for all VVIP / VIP / CIP / Celebrities/ Government authorities who travel through Dr. Babasaheb Ambedkar International Airport. . Enhancing the brand perception of GMR by planning show rounds for dignitaries. The role has to cordinate with multiple government stakeholders to ensure smooth & hassle free travel and there by enhance the passenger experience and outlook of dignitaries about the airport. To take care of all the GR facilities like lounges and coordinate with monitor service providers to ensure that the facilities are as per agreed standards. Act as the SPOC for the department to ensure 100 % compliance to internal and external audit standards and thereby contribute to governance mechanism of the organization

ORGANISATION CHART

Head - Corporate Relations

Manager - Guest Relations

KEY ACCOUNTABILITIES

Accountabilities

Key Performance Indicators

To Lead and assist the team in daily functioning to create work environment and vibrant atmosphere and to ensure 100%facilitation of VVIPS/VIPS/CIPS and other Group Heads and provide efficient services

100 % adherence

No of movement facilitated

Establish rapport and liaison with agencies i. e. customs / Immigration / CISF / Airlines / GADL Protocol/BCAS and other regulatory agencies to enable smooth operations

No of new contacts established

Showcasing Airport , GMRVF and other facilities to VVIP/VIP/Head

of Political Parties/CIP/Bureaucrats & Media thus creating good

will.

Number of show arounds

Record the details of travel plans of VIPs in GRMS

100 % adherence

Ownership of training, MAG audits, IMS, Kronos, Duty roster

100 % compliance

Maintenance and up keeping of Lounges and maintaining Lounge Checklist

100 % compliance to service standards

Preparing and judicious usage of AOP and optimize expenses and reduce cost by 10%

% savings

Timely renewal of agreements of service provider viz. , PPL, ISS(

baggage handlers) etc. ,

% of contracts renewed on time

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

Liaisioning and coordination Airlines, Ground Handlers, Customs, Immigration, CISF, State Police, APHO, Legal Metrology, AAI, DGCA, MoCA, AP Govt, Concessionaires, Service providers and contractors.

Government Protocol Division for smooth Coordination of facilitation for Union Ministers and Bureaucrats from Govt. OF India.

Secretaries and Personal Assistants of Ministers and Bureaucrats (IAS Officers) , Media and Commercially Important Persons

Central Industrial Security Force (Security wing at Airport) for coordination and seamless facilitation of VIPS through FAST TRACK at Entrance and Security Check.

Immigration and Custom officials for smooth facilitation of VIPS/VVIPS.

National and State Intelligence department for sharing information of movements of VVIPS and VIPS.

INTERNAL INTERACTIONS

BCM, CEO, COO and HODs (DIAL, HIAL, GGIAL, GVIAL)

Interaction and Coordination - AOCC, ARFF, Security & Control, Airline Marketing, BD, Commercial Dept, Airside Ops, CFL, Finance, Legal, HR, Safety, PMT, TS, Corp Comm, Legal, CR, GR, Environment, Cargo, SPG, Land Scaping, Raxa, Transport, FMS and other departments from Time to time

FINANCIAL DIMENSIONS

OTHER DIMENSIONS

This role acts as the lead in-charge of the shift and delegates responsibilities among the guest relation executives when and where required.

EDUCATION QUALIFICATIONS

Post-Graduation in Management/Post-Graduation diploma in business management/Post Graduation diploma in Management

Bachelors in Hospitality and Tourism

RELEVANT EXPERIENCE

Minimum 15 years of experience in aviation/ hotel/hospitality sector