Manager - Guest Relations

3 days ago

Bengaluru, Karnataka, India Bangalore International Airport Ltd Full time

Management of Day-to-day operations & to consistently provide expeditious, caring and friendly environment to VVIPs/VIPs/CIPs through Passenger Terminal Building in T1 & T2 and VIP Terminal at KIAB.

Accountabilities & Major Activities

Review of Operations of Previous Day

  • Review records/logs/reports/mails of previous day operations.
  • Identify deviations and initiate corrective action.
  • Instruct the team on the next course of action.
  • Liaise with concerned departments for corrective action.
  • Prioritize and address escalated issues from Customers/Stakeholders/Team Members.
  • Communicate action plan regarding complaints to Customers/Stakeholders/Team Members and HOD.
  • Follow up on unresolved issues with relevant stakeholders/HOD regarding GR Operations or Infrastructure.

Plan Operations for Short-Term Operational Planning

  • Plan a system for recording events and highlighting operational issues to the Team Lead.
  • Plan protocol arrangements for VVIPs/VIPs.
  • Plan, coordinate, and execute planned/unplanned events/facilitation with internal & external agencies.
  • Execute processes to manage operational continuity at KIAB.
  • Ensure operational activities in lounges & VIP Terminal are recorded and maintained for future requirements.

Prepare SOP/Manual

  • Frame, review, and update SOPs and guidelines for Guest Relations operations.
  • Plan, execute, and review agreed processes.
  • Plan and execute processes for contingency management.
  • Identify process flaws and amend guidelines accordingly.

Admin Function Supporting Real-Time Operations

  • Ensure upkeep of infrastructure and consumables to meet VVIP standards.
  • Maintain coordination with Govt. Agencies, Concessioners, State Protocol Dept., MEA, Govt. of India, major industries, and industry bodies.
  • Coordinate with high officials of State and Central Government.
  • Maintain coordination with High Commissions/Trade Commissions in Bengaluru.
  • Represent BIAL in advance protocol coordination with BCAS, MOCA, MEA, MOD, and MHA for VVIP movements.
  • Assist Senior Management in enhancing operational performance.
  • Provide adequate resources to the Team as per guidelines.
  • Coordinate with Admin for team-related activities.
  • Coordinate contractual/procurement requirements with Operation Support by providing required information.

Team Environment Management

  • Manage team 24/7 with manpower allocation and shift roster.
  • Identify and execute Training Needs Analysis for the GR team.
  • Manage leave and roster in line with organizational policy and departmental metrics.
  • Conduct regular interactions with team members, consolidate feedback, and initiate corrective action/escalation.
  • Utilize organizational programs like R&R to motivate and recognize team performance.
  • Complete performance appraisals, goal setting, and HR-related activities on time.
  • Initiate resource replacement in case of resignations.
  • Handle recruitment, induction, training, retention, and counseling as per operational requirements.
  • Plan cultural/social team events with Operations Support.
  • Ensure Business Continuity Plan (BCP) preparedness in case of incidents.
  • Train team for handling emergency situations in lounges.

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