VIP Experience Manager

3 days ago

Ahmedabad, Gujarat, India beBeeGuestRelations Full time ₹ 30,00,000 - ₹ 50,00,000
Key Responsibilities">
  • The primary role is to oversee day-to-day operations ensuring an efficient, courteous and welcoming environment for esteemed guests.
">Accountabilities and Major Activities">Review of Operations of Previous Day">
  • Conduct a thorough review of records, logs, reports and correspondence from the previous day's operations.
  • Identify areas for improvement and initiate corrective measures.
  • Instruct team members on their next course of action.
  • Collaborate with relevant departments to address issues.
  • Address escalated concerns from clients, stakeholders and colleagues.
  • Communicate the plan of action to affected parties including management and Head of Department.
  • Follow up on unresolved issues with relevant stakeholders and management regarding GR operations or infrastructure.
">Plan Operations for Short-Term Operational Planning">
  • Establish a system to record events and highlight operational challenges to the Team Lead.
  • Coordinate protocol arrangements for VIPs and VVIPs.
  • Plan, coordinate and execute planned/unplanned events/facilitation with internal and external agencies.
  • Implement processes to ensure operational continuity at our facility.
  • Ensure that all operational activities in lounges and VIP terminals are recorded and maintained for future reference.
">Prepare SOP/Manual">
  • Develop, review and update Standard Operating Procedures and guidelines for Guest Relations operations.
  • Plan, execute and review agreed-upon processes.
  • Plan and execute contingency management processes.
  • Identify process flaws and amend guidelines accordingly.
">Admin Function Supporting Real-Time Operations">
  • Maintain infrastructure and consumables to meet high standards.
  • Coordinating with government agencies, concessionaires, State Protocol Department, Ministry of External Affairs, Government of India and major industries.
  • Collaborating with senior officials of State and Central Government.
  • Maintaining coordination with High Commissions and Trade Commissions in Bengaluru.
  • Representing our organization in advance protocol coordination with BCAS, MoCA, MEA, MOD and MHA for VVIP movements.
  • Assisting Senior Management in enhancing operational performance.
  • Providing adequate resources to the team as per guidelines.
  • Coordinating with Admin for team-related activities.
  • Coordinating contractual/procurement requirements with Operation Support by providing required information.
">Team Environment Management">
  • Manage the team 24/7 with manpower allocation and shift roster.
  • Conduct 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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