Guest Experience Coordinator

3 days ago

Nashik, Maharashtra, India beBeeCustomerService Full time ₹ 10,00,000 - ₹ 25,00,000

Job Overview

The Manager Guest Relations will be responsible for overseeing the daily operations and creating a consistent, caring, and welcoming environment for VVIPs, VIPs, and CIPs in the Passenger Terminal Building at Bangalore International Airport.

Main Responsibilities:

  • Operational Review
    • Examine records/logs/reports/mails of previous day operations.
    • Identify discrepancies and initiate corrective actions.
    • Instruct the team on the next course of action.
    • Collaborate with relevant departments for corrective action.
    • 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 Development
    • Frame, review, and update SOPs and guidelines for Guest Relations operations.
    • Execute processes to manage operational efficiency.
    • Identify process flaws and amend guidelines accordingly.
  • Administrative Function
    • Maintain infrastructure and consumables to meet VVIP standards.
    • Cultivate relationships with Govt. Agencies, Concessioners, State Protocol Dept., MEA, Govt. of India, major industries, and industry bodies.
    • Cordially engage with high officials of State and Central Government.
    • Nurture partnerships with High Commissions/Trade Commissions in Bengaluru.
    • Represent the organization in advance protocol coordination with BCAS, MOCA, MEA, MOD, and MHA for VVIP movements.
    • Support Senior Management in enhancing operational performance.
    • Provide necessary resources to the Team as per guidelines.
    • Collaborate 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.
    • Determine and execute Training Needs Analysis for the GR team.
    • Administer leave and roster in line with organizational policy and departmental metrics.
    • Regularly interact with team members, consolidate feedback, and initiate corrective action/escalation.
    • Leverage 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.
    • Organize 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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