Guest Relations Specialist

2 weeks ago

Varanasi, Uttar Pradesh, India beBeeGuestRelations Full time ₹ 15,00,000 - ₹ 25,00,000

Key Responsibilities:

Guest Relations Manager

  • Manage the day-to-day operations and provide exceptional service to high-profile guests.
  • Review records, logs, reports, and emails of previous day operations to identify deviations and initiate corrective action.
  • Lead and instruct the team on the next course of action and liaise with concerned departments for corrective action.
  • Prioritize and address escalated issues from customers, stakeholders, and team members, and communicate action plans regarding complaints.
  • Follow up on unresolved issues with relevant stakeholders and HODs regarding Guest Relations Operations or Infrastructure.

Operational Planning:

Plan a system for recording events and highlighting operational issues to the Team Lead.

Plan protocol arrangements for VIPs/VVIPs and execute planned/unplanned events/facilitation with internal & external agencies.

Execute processes to manage operational continuity at KIAB and ensure operational activities in lounges & VIP Terminal are recorded and maintained for future requirements.

Standard Operating Procedures (SOPs):

Frame, review, and update SOPs and guidelines for Guest Relations operations, including planning, executing, and reviewing agreed processes.

Identify process flaws and amend guidelines accordingly, ensuring efficient and effective Guest Relations services.

Administrative Support:

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 and provide adequate resources to the Team as per guidelines.

Team Environment Management:

Manage team 24/7 with manpower allocation and shift roster, identifying and executing Training Needs Analysis for the GR team.

Complete performance appraisals, goal setting, and HR-related activities on time and initiate resource replacement in case of resignations.

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