Customer Experience Manager

3 days ago

Rajkot, Gujarat, India beBeeGuestRelations Full time ₹ 12,00,000 - ₹ 20,00,000
Job Description

We are seeking a highly skilled and experienced Guest Relations Manager to join our team. As a key member of our operations team, you will be responsible for managing day-to-day activities, ensuring that VVIPs, VIPs, and CIPs receive exceptional service at our passenger terminals.

Responsibilities
  • Review operational records, logs, reports, and emails from the previous day to identify areas for improvement and initiate corrective action.
  • Instruct your team on the next course of action and liaise with concerned departments to resolve issues.
  • Prioritize and address escalated customer complaints and concerns in a timely and professional manner.
  • Communicate action plans to customers, stakeholders, and team members regarding complaints and feedback.
Short-Term Operational Planning
  • Develop a system for recording events and highlighting operational issues to the team lead.
  • Plan protocol arrangements for VVIPs, VIPs, and other high-profile guests.
  • Coordinate and execute planned and unplanned events, including facilitation with internal and external agencies.
  • Ensure operational continuity at our airport facilities.
Standard Operating Procedures (SOPs)
  • Frame, review, and update SOPs and guidelines for Guest Relations operations.
  • Plan, execute, and review agreed processes to ensure compliance and efficiency.
  • Identify process flaws and amend guidelines accordingly.
Admin Function Supporting Real-Time Operations
  • Maintain coordination with government agencies, concessioners, state protocol departments, and other relevant organizations.
  • Represent our organization in advance protocol coordination with various government bodies.
  • Provide adequate resources to the team as per guidelines.
  • Coordinate with admin for team-related activities.
Team Environment Management
  • Manage the team 24/7, allocating manpower and shift rosters effectively.
  • Identify and execute training needs analysis for the Guest Relations 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 or escalation.

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