Airport Guest Relations Specialist

1 week ago

Malappuram, Kerala, India beBeeGuestRelationsManager Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Key Responsibilities of Guest Relations Manager

Manage day-to-day operations to provide an excellent experience for VIPs and VVIPs.

  • Review Operations of Previous Day:
  • Examine records, logs, reports, and mails from the previous day's operations.
  • Identify deviations and initiate corrective action.
  • Lead the team on the next course of action.
  • Liaise with concerned departments for corrective action.
  • Prioritize and address escalated issues from customers, stakeholders, and team members.
  • Communicate the action plan regarding complaints to customers, stakeholders, team members, and Heads of Department.
  • Follow up on unresolved issues with relevant stakeholders and Heads of Department regarding GR operations or infrastructure.
  • Plan Operations for Short-Term Operational Planning:
  • Develop a system for recording events and highlighting operational issues to the Team Lead.
  • Coordinate protocol arrangements for VVIPs and VIPs.
  • Plan, execute, and review agreed processes.
  • Execute processes to manage operational continuity at the airport.
  • Ensure operational activities in lounges and VIP Terminal are recorded and maintained for future requirements.
  • Prepare SOP/Manual:
  • Frame, review, and update Standard Operating Procedures and guidelines for Guest Relations operations.
  • Develop and review processes.
  • Identify process flaws and amend guidelines accordingly.
  • Admin Function Supporting Real-Time Operations:
  • Ensure upkeep of infrastructure and consumables to meet VVIP standards.
  • Maintain coordination with Government Agencies, industry bodies, and High Commissions/Trade Commissions.
  • Represent the organization in advance protocol coordination.
  • Assist Senior Management in enhancing operational performance.
  • Provide adequate resources to the Team as per guidelines.
  • Coordinate with Admin for team-related activities.
  • Team Environment Management:
  • Manage team 24/7 with manpower allocation and shift roster.
  • Identify and execute Training Needs Analysis for the GR team.
  • Manage leave and roster in line with organizational policy and departmental metrics.
  • 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.

This role requires strong leadership skills, strategic planning, and effective communication. The successful candidate will be able to manage multiple priorities, build strong relationships with stakeholders, and drive business results.

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