Senior Guest Service Professional

3 days ago

Rajahmundry, Andhra Pradesh, India beBeeGuestRelations Full time ₹ 13,00,000 - ₹ 17,00,000

Job Overview:

The Guest Relations Manager plays a crucial role in providing exceptional service to VVIPs, VIPs, and CIPs. They are responsible for managing day-to-day operations and ensuring that our passengers have a seamless experience at the airport.

Key Responsibilities:
  • Review of Operations:
  • Conduct a thorough review of previous day's operations, including records, logs, reports, and emails.
  • Identify deviations and take corrective action to ensure compliance with established protocols.
  • Lead the team in executing the next course of action and provide guidance as needed.
  • Liaise with concerned departments to address any issues or concerns.
  • Prioritize and resolve escalated issues from customers, stakeholders, and team members.
  • Communicate action plans regarding complaints to customers, stakeholders, and senior management.
  • Follow up on unresolved issues with relevant stakeholders and senior management.
Short-Term Operational Planning:
  • Develop a system for recording events and highlighting operational issues to the team lead.
  • Plan and coordinate protocol arrangements for VVIPs and VIPs.
  • Execute planned and unplanned events, working closely with internal and external agencies.
  • Ensure operational continuity at the airport.
  • Maintain accurate records of operational activities in lounges and VIP terminals.
Process Development and Administration:
  • Frame, review, and update Standard Operating Procedures (SOPs) and guidelines for Guest Relations operations.
  • Plan, execute, and review agreed processes to ensure efficiency and effectiveness.
  • Identify process flaws and amend guidelines accordingly.
  • Maintain coordination with government agencies, concessioners, state protocol departments, and industry bodies.
Team Environment Management:
  • Manage the team 24/7, allocating manpower and shift rosters as needed.
  • Conduct Training Needs Analysis for the Guest Relations team.
  • Manage leave and roster in line with organizational policy and departmental metrics.
  • Regularly interact with team members, consolidate feedback, and initiate corrective action or escalation as needed.
  • Utilize organizational programs to motivate and recognize team performance.
  • Complete performance appraisals, goal setting, and HR-related activities on time.

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