Guest Services Manager

2 days ago

Mumbai, Maharashtra, India beBeeGuestServices Full time ₹ 1,80,00,000 - ₹ 2,20,00,000
Job Title: Guest Services Manager

Purpose/Objective:

The role of Guest Services Manager involves providing high-quality assistance and support to guests, ensuring their needs are met promptly and effectively.

This position requires effective coordination with internal teams, tracking guest preferences via management systems, and offering expert advice on airport services, including transportation and customs procedures.

Main Responsibilities:

  1. Coordinate all arrival and departure activities for VVIPs, VIPs, and CIPs, ensuring a seamless travel experience.
  2. Ensure efficient movement and logistics for these guests, including transportation arrangements and security protocols.
  3. Oversee guest movements through the airport, collaborating with internal teams for smooth operations and tracking guest preferences via management systems.
  4. Assist guests by providing directions and answering queries related to services and facilities.
  5. Offer expert advice on airport services, including transportation and customs procedures.
  6. Actively participate in initiatives aimed at improving service delivery and guest relations at CSIA.
  7. Gather guest feedback to identify areas for improvement and share insights with management for service enhancement.
  8. Manage the flow of passengers during peak times, special events, and interconnecting flights, ensuring that VIPs and CIPs experience minimal delays.
  9. Coordinate with airport security and other departments to facilitate efficient and secure passenger movement.
  10. Ensure timely and accurate collection, analysis, and reporting of guest feedback and service performance data. Prepare detailed reports that highlight trends, areas for improvement, and key performance metrics, presenting them to senior management for decision-making and continuous service enhancement.
  11. Liaise with internal departments and external stakeholders to ensure cohesive and efficient service delivery.

Requirements:

  • Bachelor's degree in Hospitality Management, Tourism, or a related field.
  • Minimum 4-10 years of experience in the hospitality/public relations/luxury service industry.

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