Guest Relations Liaison

1 week ago

Vizag, Andhra Pradesh, India beBeeCustomerCentric Full time ₹ 10,00,000 - ₹ 15,00,000
Job Title

A Guest Relations Manager plays a pivotal role in creating an exceptional experience for VVIPs, VIPs and CIPs at KIAB.

Key Responsibilities
  • Monitor previous day's operations to identify areas requiring improvement, taking corrective action as needed.
  • Lead the team by providing guidance and collaborating with relevant departments to address issues effectively.
  • Prioritize and manage escalated customer complaints, communicating plans for resolution.
  • Follow up on unresolved matters with relevant stakeholders to ensure GR Operations or Infrastructure are functioning smoothly.
Short-Term Operational Planning
  • Establish a system for documenting events and highlighting operational challenges to Team Leads, ensuring operational continuity at KIAB.
  • Coordinate protocol arrangements for VVIPs/VIPs and facilitate planned/unplanned events internally and externally.
  • Ensure accurate recording and maintenance of operational activities in lounges and the VIP Terminal for future reference.
Standard Operating Procedures
  • Develop, review, and update SOPs and guidelines for Guest Relations operations, planning, executing, and reviewing agreed processes.
  • Identify process flaws and amend guidelines accordingly, maintaining coordination with Govt. Agencies, Concessioners, State Protocol Dept., MEA, Govt. of India, major industries, and industry bodies.
Administration Function
  • Maintain upkeep of infrastructure and consumables to meet VVIP standards, assisting Senior Management in enhancing operational performance.
  • Provide necessary resources to the Team according to guidelines, coordinating contractual/procurement requirements with Operation Support.
  • Manage the team 24/7, allocating manpower and shifts while utilizing organizational programs like R&R to motivate and recognize team performance.
Team Environment Management
  • Regularly interact with team members, consolidate feedback, and initiate corrective action or escalation as required, handling recruitment, induction, training, retention, and counseling based on operational needs.
  • Train the team to handle emergency situations in lounges and ensure Business Continuity Plan (BCP) preparedness in case of incidents.

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