
Guest Relations Team Lead
2 days ago
We are seeking an experienced Guest Relations professional to join our team. As a key member of our operations team, you will be responsible for ensuring that VVIPs, VIPs, and CIPs have an exceptional experience within the Passenger Terminal Building in T1 & T2 and the VIP Terminal.
Key Responsibilities:- Review operations of the previous day to identify areas for improvement and implement corrective action.
- Plan operations for short-term needs, including recording events and highlighting operational issues to the team lead.
- Coordinate with internal and external agencies to execute planned and unplanned events.
- Develop and maintain Standard Operating Procedures (SOPs) and guidelines for Guest Relations operations.
- Maintain coordination with government agencies, concessioners, and other stakeholders to ensure smooth operations.
- Represent us in protocol coordination and facilitate communication between teams.
- Manage a team of 24/7 staff, allocating manpower and creating shift rosters.
- Identify training needs and provide resources to improve team performance.
- Conduct regular interactions with team members, consolidate feedback, and take corrective action as needed.
Requirements:
- Bachelor's degree in a relevant field or equivalent experience.
- Proven experience in guest relations, customer service, or a related field.
- Excellent communication and interpersonal skills.
- Able to work in a fast-paced environment and make decisions under pressure.
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