Guest Relations Professional

The Guest Relations role is key to delivering exceptional service to VVIPs, VIPs, and CIPs. As a professional in this field, you will be responsible for overseeing day-to-day operations and ensuring that our passengers receive the highest level of care.

Accountabilities

• Review Operations: Analyze records, logs, reports, and emails from previous days to identify areas for improvement and initiate corrective action.
• Identify Deviations: Work with the team to address any deviations from standard procedures and implement changes to prevent similar issues in the future.
• Instruct Team Members: Clearly communicate the next steps to the team to ensure everyone is aligned and working towards the same goal.
• Liaise with Departments: Collaborate with other departments to resolve issues and ensure our passengers receive the best possible experience.
• Prioritize Issues: Quickly respond to and resolve any escalated issues that may impact our passengers' experience.
• Communicate Action Plans: Keep our customers, stakeholders, and team members informed about the actions being taken to address their concerns.
• Follow Up on Issues: Ensure all issues are resolved in a timely manner and follow up with relevant stakeholders to confirm they are satisfied with the outcome.

Operational Planning

• Plan Recording System: Develop a system to track events and operational issues to ensure we can identify trends and make data-driven decisions.
• Protocol Arrangements: Coordinate with various departments to ensure all necessary arrangements are made for VVIPs and VIPs.
• Execute Events: Work with internal and external agencies to plan, coordinate, and execute events and activities.
• Manage Operational Continuity: Ensure all operational activities are running smoothly and that we are prepared to handle any disruptions or emergencies.
• Record Operational Activities: Maintain accurate records of all operational activities in lounges and the VIP terminal to ensure we can learn from our experiences and improve our services.

SOP/Manual Preparation

• Develop SOPs: Develop, review, and update standard operating procedures and guidelines to ensure they are current and effective.
• Implement Processes: Work with the team to develop and implement new processes and procedures.
• Contingency Planning: Develop and implement contingency plans to ensure we are prepared to handle any unexpected situations.
• Identify Process Flaws: Continuously monitor and evaluate our processes to identify areas for improvement and make adjustments as needed.

Administrative Functions

• Maintain Infrastructure: Ensure all infrastructure and consumables meet the high standards required for VVIPs.
• Collaborate with Agencies: Collaborate with government agencies, concessioners, and other organizations to ensure we are aware of and comply with all relevant regulations and requirements.
• Coordinate with Officials: Work with high officials from the state and central governments to ensure we are aligned with their policies and procedures.
• Represent BIAL: Represent Bangalore International Airport Ltd in protocol coordination with various government agencies to ensure VVIP movements are handled smoothly and efficiently.
• Support Senior Management: Provide support to senior management to enhance operational performance and ensure we are meeting our goals and objectives.
• Provide Resources: Ensure the team has the resources they need to perform their duties effectively.
• Coordinate Activities: Collaborate with the admin team to ensure all team-related activities are coordinated and executed efficiently.
• Procurement Requirements: Work with operation support to ensure all contractual and procurement requirements are met.

Team Environment Management

• Manage Team Rosters: Ensure the team is adequately staffed and that shift rosters are managed effectively.
• Conduct Training Needs Analysis: Conduct training needs analysis to identify areas where the team requires additional training or development.
• Leave and Roster Policy: Ensure leave and roster policies are followed and that departmental metrics are met.
• Interact with Team Members: Regularly interact with team members to gather feedback, identify areas for improvement, and take corrective action as needed.
• Motivate and Recognize Performance: Utilize organizational programs to motivate and recognize team performance and achievements.
• Performance Appraisals: Ensure performance appraisals, goal setting, and HR-related activities are completed on time.
• Replace Team Members: Replace team members who resign to ensure continuity and minimal disruption to operations.
• Handle Recruitment and Retention: Handle recruitment, induction, training, retention, and counseling as required to ensure the team is equipped to perform their duties effectively.
• Plan Team Events: Plan cultural and social team events with operations support to foster teamwork and camaraderie.
• Business Continuity Planning: Ensure business continuity plans are in place and that the team is prepared to handle incidents and emergencies.
• Train for Emergency Situations: Train the team to handle emergency situations in lounges to ensure our passengers receive the highest level of care even in critical situations.