Airport Guest Experience Manager

1 month ago


Bengaluru, Karnataka, India GMR Group Full time
Job Purpose

To ensure a seamless and personalized experience for VVIP, VIP, and CIP guests at IGI airport, the Guest Relations Facilitator will be responsible for monitoring operational readiness of all facilities, protocols, and itineraries.

The role involves coordinating with airlines, ground handlers, customs, immigration, CISF, state police, APHO, legal metrology, AAI, DGCA, MoCA, Telangana, and AP government officials, concessionaires, service providers, and contractors to facilitate hassle-free travel for dignitaries.

Key Accountabilities
  • Monitor and maintain the upkeep of reserved lounges, ensuring decorum, decency, and grooming among lounge staff.
  • Prepare and plan MIS with zero error for all BJPMC (Bureaucrats, Judiciary, politicians, media, and Commercially important persons).
  • Coordinate with airlines for seat blocking, completing check-in processes in advance, collecting boarding cards and baggage tags, and escorting VIPs to lounges and boarding gates through FastTrack.
  • Establish rapport and liaison with agencies, including customs, immigration, CISF, airlines, and other regulatory agencies, to ensure smooth operations.
  • Showcase airport, GMRVF, and other facilities to VIPs, VIPs, heads of political parties, CIPs, bureaucrats, and media.
  • Provide proactive assistance to needy passengers and gather feedback and observations.
External Interactions

The Guest Relations Facilitator will interact with external stakeholders, including airlines, ground handlers, customs, immigration, CISF, state police, APHO, legal metrology, AAI, DGCA, MoCA, Telangana, and AP government officials, concessionaires, service providers, and contractors.

Internal Interactions

The role involves interaction and coordination with all internal departments, stakeholders, service providers, and outsourced staff.

Financial DimensionsOther Dimensions

The Guest Relations Facilitator will be responsible for managing a team of 4-6 subordinates, including outsourced staff.

Education Qualifications
  • Bachelor's degree in Hotel Management and Catering Technology (BHMCT).
  • Graduation diploma in Management or any related field.
  • Bachelor's degree in Hospitality and Tourism.
Relevant Experience

The ideal candidate will have a minimum of 7-10 years of experience in the aviation, hotel, or hospitality sector, preferably with an aviation industry background.

Competencies
  • Execution and Results.
  • Teamwork and Interpersonal Influence.
  • Problem-Solving and Analytical Thinking.
  • Planning and Decision-Making.
  • Personal Effectiveness.
  • Stakeholder Focus.
  • Networking.
  • Capability Building.
  • Strategic Orientation.
  • Social Awareness.
  • Entrepreneurship.


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