Airport Guest Experience Manager

3 days ago

Lucknow, Uttar Pradesh, India beBeeGuestRelationsManager Full time ₹ 8,00,000 - ₹ 12,00,000
Key Job Responsibilities:

The Guest Relations Manager oversees daily operations, providing an exceptional environment for high-profile guests.

Primary Accountabilities:
  • Review of Previous Day's Operations
    • Examine records/logs/reports/mails from the previous day to identify areas for improvement.
    • Take corrective action and instruct the team on necessary steps.
    • Coordinate with relevant departments to address issues.
    • Address customer complaints and escalate issues as needed.
    • Communicate a plan of action to customers, stakeholders, and team members.
    • Follow up on unresolved issues with relevant parties.
  • Short-Term Operational Planning
    • Develop a system to track events and highlight operational concerns.
    • Organize VIP protocols and coordinate with internal & external agencies for events.
    • Manage operational continuity at KIAB and record activities in lounges & VIP Terminal.
  • Standard Operating Procedure (SOP) Development
    • Frame, review, and update SOPs and guidelines for Guest Relations operations.
    • Plan, execute, and review agreed processes.
    • Identify process flaws and amend guidelines accordingly.
  • Administrative Support for Real-Time Operations
    • Ensure infrastructure and consumables meet VVIP standards.
    • 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.
    • 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.
    • Train team for handling emergency situations in lounges.

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