Passenger Experience Manager

1 day ago

Kannur, Kerala, India beBeeGuestRelations Full time ₹ 11,50,000 - ₹ 15,65,000
Job Title

Customer Service Manager - Passenger Terminal Operations


About The Role

We are seeking a highly skilled Customer Service Manager to lead our Passenger Terminal Operations team. As a key member of our airport operations team, you will be responsible for providing exceptional customer service and ensuring seamless passenger experiences across both terminals.


Key Responsibilities
  • Review Daily Operations
    • Review records/logs/reports/mails of previous day's operations to identify areas for improvement.
    • Initiate corrective actions to address deviations and ensure timely resolution of issues.
    • Liaise with concerned departments to implement corrective measures.
    • Prioritize and address escalated customer complaints in a timely manner.
    • Communicate action plans regarding complaints to customers and stakeholders.
    • Follow up on unresolved issues with relevant stakeholders.
  • Short-Term Operational Planning
    • Develop a system for recording events and highlighting operational issues to the team.
    • Coordinate protocol arrangements for VIPs.
    • Plan, coordinate, and execute planned/unplanned events/facilitation with internal & external agencies.
    • Manage operational continuity at the airport.
    • Ensure operational activities in lounges and terminals are recorded and maintained for future requirements.
  • Standard Operating Procedures (SOP)
    • Frame, review, and update SOPs and guidelines for Guest Relations operations.
    • Execute processes to manage contingency planning.
    • Identify process flaws and amend guidelines accordingly.
  • Administration Function Supporting Real-Time Operations
    • Maintain coordination with Govt. Agencies, Concessioners, State Protocol Dept., MEA, Govt. of India, major industries, and industry bodies.
    • Represent the organization in advance protocol coordination with BCAS, MOCA, MEA, MOD, and MHA for VVIP movements.
    • Assist Senior Management in enhancing operational performance.
    • Provide adequate resources to the Team as per guidelines.
    • Coordinate with Admin for team-related activities.
    • Coordinate contractual/procurement requirements with Operation Support by providing required information.
  • 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.
    • Complete performance appraisals, goal setting, and HR-related activities on time.
    • Initiate resource replacement in case of resignations.
    • Handle recruitment, induction, training, retention, and counseling as per operational requirements.
    • Plan cultural/social team events with Operations Support.
    • Ensure Business Continuity Plan (BCP) preparedness in case of incidents.

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