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Guest Relations Specialist

2 weeks ago

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Guest Relations Professional

The Guest Relations team is responsible for delivering exceptional experiences to VVIPs, VIPs and CIPs. This role plays a key part in ensuring the highest standards are met.

  • Analyze previous day's operations to identify areas for improvement.
  • Take corrective actions and instruct the team on the next course of action.
  • Liaise with concerned departments to resolve issues.
  • Communicate action plans to customers, stakeholders and team members.
  • Address escalated issues from customers, stakeholders and team members.
Short-Term Operational Planning
  • Develop an event recording system and highlight operational issues.
  • Plan protocol arrangements for VVIPs, VIPs and other high-profile guests.
  • Coordinate and execute planned and unplanned events and activities.
  • E nsure operational continuity at all times.
Standard Operating Procedures (SOP)
  • Create, review and update SOPs for Guest Relations operations.
  • Execute and review agreed processes.
  • Identify process flaws and amend guidelines accordingly.
Supporting Real-Time Operations
  • Maintain infrastructure and consumables to meet VVIP standards.
  • Coordinate with government agencies, concessioners and industry bodies.
  • Represent BIAL in advance protocol coordination.
  • Assist senior management in enhancing operational performance.
Team Environment Management
  • Manage team 24/7 with manpower allocation and shift roster.
  • Conduct Training Needs Analysis for the GR team.
  • Manage leave and roster in line with organizational policy.
  • Regularly interact with team members.
Key Responsibilities

This position requires:

  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work well under pressure.
  • Flexibility and adaptability.
Benefits

This role offers:

  • A competitive salary package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.

This is an exciting opportunity to join our Guest Relations team and make a real difference in delivering exceptional guest experiences. If you have a passion for delivering excellent customer service and a drive to succeed, we would love to hear from you.