Senior Guest Relations Manager

5 days ago

Mount Abu, Rajasthan, India beBeeOperations Full time ₹ 15,00,000 - ₹ 25,00,000
Job Overview

This role oversees the effective management of guest relations operations, ensuring seamless experiences for VIPs and high-ranking officials.

Key Responsibilities
  • Operational Review
  • Examine records/logs/reports/mails of previous day operations to identify areas for improvement.
  • Implement corrective actions and instruct the team on next steps.
  • Liaise with concerned departments for prompt resolution.
  • Prioritize and address escalated issues from Customers/Stakeholders/Team Members.
  • Communicate action plans regarding complaints to Customers/Stakeholders/Team Members and HOD.
  • Follow up on unresolved issues with relevant stakeholders/HOD regarding GR Operations or Infrastructure.
Operational Planning
  • Develop a system for recording events and highlighting operational issues to the Team Lead.
  • Plan protocol arrangements for VVIPs/VIPs.
  • Coordinate and execute planned/unplanned events/facilitation with internal & external agencies.
  • Ensure operational continuity at KIAB.
  • Record and maintain operational activities in lounges & VIP Terminal for future requirements.
SOP/Manual 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.
Admin Function
  • Maintain infrastructure and consumables to meet VVIP standards.
  • Coordinate 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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