Senior Guest Relations Manager

2 days ago

Mangalore, Karnataka, India beBeeGuestRelations Full time ₹ 15,00,000 - ₹ 20,00,000
Job Description

We are seeking a seasoned professional to join our team in Guest Relations Management. As the successful candidate, you will be responsible for managing day-to-day operations and ensuring a seamless experience for VIPs and VVIPs across various terminals.

Key Responsibilities
  1. Review records, logs, reports, and emails of previous day operations to identify deviations and initiate corrective action.
  2. Instruct the team on the next course of action and liaise with concerned departments for corrective action.
  3. Prioritize and address escalated issues from customers, stakeholders, and team members.
  4. Communicate action plans regarding complaints to customers, stakeholders, and HOD.
  5. Follow up on unresolved issues with relevant stakeholders/HOD regarding GR Operations or Infrastructure.
Short-Term Operational Planning
  1. Plan a system for recording events and highlighting operational issues to the Team Lead.
  2. Plan protocol arrangements for VVIPs/VIPs and execute planned/unplanned events/facilitation with internal & external agencies.
  3. Ensure operational activities in lounges & VIP Terminal are recorded and maintained for future requirements.
Preparing SOP/Manual
  1. Frame, review, and update SOPs and guidelines for Guest Relations operations.
  2. Plan, execute, and review agreed processes.
  3. Identify process flaws and amend guidelines accordingly.
Admin Function Supporting Real-Time Operations
  1. Maintain coordination with Govt. Agencies, Concessioners, State Protocol Dept., MEA, Govt. of India, major industries, and industry bodies.
  2. Represent BIAL in advance protocol coordination with BCAS, MOCA, MEA, MOD, and MHA for VVIP movements.
  3. Assist Senior Management in enhancing operational performance.
Team Environment Management
  1. Manage team 24/7 with manpower allocation and shift roster.
  2. Initiate resource replacement in case of resignations.
  3. Handle recruitment, induction, training, retention, and counseling as per operational requirements.

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