Airport Guest Experience Manager

5 days ago

Solapur, Maharashtra, India beBeeGuestExperience Full time ₹ 14,99,999 - ₹ 19,99,999
Job Overview

This position is responsible for providing exceptional guest experience and ensuring seamless operations at a major airport.

Key Responsibilities
  1. Review Operations of Previous Day
  • Examine records, logs, reports, and communications from previous day operations to identify areas for improvement.
  • Develop corrective action plans and implement them as needed.
  • Communicate key takeaways to the team and ensure they understand their roles in maintaining high standards.
  • Collaborate with relevant departments to address operational issues and concerns.
  • Prioritize and address escalated customer complaints, stakeholder concerns, and team member issues.
  • Establish clear action plans to resolve customer complaints and communicate them to all relevant parties.
  • Follow up on unresolved issues and work with stakeholders to find solutions.
Plan Operations for Short-Term Periods
  • Develop a system to record events and highlight operational challenges to the team lead.
  • Coordinate protocol arrangements for VIPs and other high-profile guests.
  • Execute planned and unplanned events, including facilitation with internal and external agencies.
  • Ensure operational continuity by executing processes to manage disruptions.
  • Maintain accurate records of operational activities in lounges and VIP terminals for future reference.
Prepare Standard Operating Procedures/Manuals
  • Create, review, and update SOPs and guidelines for Guest Relations operations.
  • Implement and review agreed processes to ensure efficiency and effectiveness.
  • Develop contingency management processes to mitigate risks.
  • Identify process flaws and revise guidelines accordingly.
Administrative Functions Supporting Real-Time Operations
  • Maintain infrastructure and consumables to meet high standards.
  • Coordinate with government agencies, concessioners, state protocol departments, MEA, and other relevant stakeholders.
  • Represent the organization in advance protocol coordination with BCAS, MOCA, MEA, MOD, and MHA for VIP movements.
  • Support senior management in enhancing operational performance.
  • Provide adequate resources to the team as per guidelines.
  • Coordinate with admin for team-related activities.
  • Coordinate contractual and procurement requirements with Operation Support by providing necessary information.
Team Environment Management
  • Manage the team 24/7 with manpower allocation and shift rostering.
  • Conduct Training Needs Analysis for the GR team and execute identified training programs.
  • Manage leave and roster according to organizational policy and departmental metrics.
  • Regularly interact with team members, consolidate feedback, and initiate corrective action or escalation as needed.
  • 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 according to operational requirements.
  • Plan cultural/social team events with Operations Support.
  • Ensure Business Continuity Plan (BCP) preparedness in case of incidents.
  • Train team members for handling emergency situations in lounges.

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