
Customer Experience Leader
1 day ago
As a Guest Relations Manager, you will be responsible for ensuring the smooth day-to-day operations and providing an exceptional experience to VVIPs/VIPs/CIPs.
Key Accountabilities:- Review operational records/logs/reports/mails of previous day operations.
- Identify deviations and initiate corrective action.
- Instruct the team on the next course of action.
- Liaise with concerned departments for corrective action.
- Prioritize and address escalated issues from Customers/Stakeholders/Team Members.
- Communicate action plan regarding complaints to Customers/Stakeholders/Team Members and HOD.
- Follow up on unresolved issues with relevant stakeholders/HOD regarding GR Operations or Infrastructure.
- Plan a system for recording events and highlighting operational issues to the Team Lead.
- Plan protocol arrangements for VVIPs/VIPs.
- Plan, coordinate, and execute planned/unplanned events/facilitation with internal & external agencies.
- Execute processes to manage operational continuity at KIAB.
- Ensure operational activities in lounges & VIP Terminal are recorded and maintained for future requirements.
- Frame, review, and update SOPs and guidelines for Guest Relations operations.
- Plan, execute, and review agreed processes.
- Plan and execute processes for contingency management.
- Identify process flaws and amend guidelines accordingly.
- Ensure upkeep of infrastructure and consumables to meet VVIP standards.
- Maintain coordination with Govt. Agencies, Concessioners, State Protocol Dept., MEA, Govt. of India, major industries, and industry bodies.
- Coordinate with high officials of State and Central Government.
- Maintain coordination with High Commissions/Trade Commissions in Bengaluru.
- 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.
- 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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