Senior Guest Relations Specialist

2 days ago


Bengaluru, Karnataka, India beBeeGuestRelations Full time ₹ 1,48,80,000 - ₹ 2,01,60,000
Guest Relations Manager Job Description

This role entails ensuring that VIPs/VVIPs/CIPs receive a speedy, caring, and welcoming environment at the Passenger Terminal Building in T1 & T2 and VIP Terminal. Key Responsibilities include reviewing records/logs/reports/mails of previous day operations to identify deviations and initiating corrective action.

Main Accountabilities:
  • Collaborate with concerned departments for corrective action and prioritize and address escalated issues from Customers/Stakeholders/Team Members.
  • Communicate action plans regarding complaints to Customers/Stakeholders/Team Members and Head of Department, and follow up on unresolved issues with relevant stakeholders/HOD regarding Guest Relations Operations or Infrastructure.
Short-Term Operational Planning:
  • Develop a system for recording events and highlighting operational issues to the Team Lead.
  • Coordinate and execute planned/unplanned events/facilitation with internal & external agencies.
  • Ensure operational continuity at KIAB by recording and maintaining operational activities in lounges & VIP Terminal for future requirements.
Standard Operating Procedures (SOP) and Manuals:
  • Review, update SOPs and guidelines for Guest Relations operations, and implement agreed processes.
  • Identify process flaws and amend guidelines accordingly.
Administrative Functions Supporting Real-Time Operations:
  • Ensure upkeep of infrastructure and consumables to meet VVIP standards, and maintain coordination with Govt. Agencies, Concessioners, State Protocol Dept., MEA, Govt. of India, major industries, and industry bodies.
  • Represent BIAL in advance protocol coordination with BCAS, MOCA, MEA, MOD, and MHA for VVIP movements.
Team Environment Management:
  • Manage team 24/7 with manpower allocation and shift roster, and conduct regular interactions with team members, consolidate feedback, and initiate corrective action/escalation.
  • Utilize organizational programs like R&R to motivate and recognize team performance, complete performance appraisals, goal setting, and HR-related activities on time.


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