Guest Relations Officer

Location: GOA, IN- Company: GMR GOA Intl Airport Ltd.**JOB PURPOSE**:
To ensure all the VVIP, VIP and CIP guest movements at the New Goa International airport are seamless, prompt, professional and are delivered with highest customer service experience. This shall include end to end coordination with guest, their protocol teams (if any) and all stakeholders (internal & external) related to the airport operations. He/She shall ensure that the Guest Relations team provides a welcoming world class meet and assist service with minimum waiting times at all processing points and also ensure an enhanced travel experience to the passengers while transiting through New Goa International Airport. To ensure all the VVIP, VIP and CIP guest movements at the New Goa International airport are seamless, prompt, professional and are delivered with highest customer service experience. This shall include end to end coordination with guest, their protocol teams (if any) and all stakeholders (internal & external) related to the airport operations. He/She shall ensure that the Guest Relations team provides a welcoming world class meet and assist service with minimum waiting times at all processing points and also ensure an enhanced travel experience to the passengers while transiting through New Goa International Airport.

**ORGANISATION CHART**:
**Organization Structure**

Lead Guest Relations

I

Guest Relations Officers

**KEY ACCOUNTABILITIES**:
**Ensure Exceptional Meet & Greet Service is provided by the GR team to the VVIP, VIP, CIP and any other passengers requested by Sr. Management travelling via New GOA International airport**

Readiness of Lounges

Airlines / Business Class Lounge

Reserved Lounge

VIP Terminal Lounge

Ensure Meet and Assist service levels for guest are standardized and are delivered at the highest level of customer satisfaction

Adhoc Arrangements to be executed for VIP / CIP Movements

Seamless processing of all Departure and Arrival movement of VIP’s by informing all concerned in advance and ensure minimum waiting time/Fast track at all processing points

**EXTERNAL INTERACTIONS**:

- Passengers
- Govt. Agencies: CISF, Immigration, Customs, Police, SPG, APHO, GAD, BCAS, Goa Tourism, Govt Official of various functions
- Consulate and Diplomats of various countries
- Airlines (Scheduled and Non Scheduled operators)
- Lounge Operator and other Concessionaires
- GGIAL Outsourced Agencies
- Ground Handlers and Service Providers
- All agencies regard to Ground Transportation
- Airport Operations and GR teams of other Indian Airports (AAI and Private)
- Celebrities

IB

**INTERNAL INTERACTIONS**:

- **Top Management of the Group & GGIAL**:

- Terminal Operations & CFL
- Airside
- Landside Ops
- FMS
- Procurement
- Security
- P&E
- Quality
- AOCC
- Corporate Relations

HR

**FINANCIAL DIMENSIONS**:
**OTHER DIMENSIONS**:

- Managing performance of Contract/outsourced staff.
- Interaction with Multi-dimensional stakeholders with appropriate grace, humility and teamwork
- Maintaining Relations with all internal & external stakeholder and Liaison for smooth functioning
- Ability to work in a fast paced environment and agile to act swiftly for Service Recovery.

**EDUCATION QUALIFICATIONS**:

- BSc / BA in Hospitality & Business from a reputed university

**RELEVANT EXPERIENCE**:

- 3-6 years’ experience in Aviation and Hospitality Industry
- Excellent Customer Service and Communication skills
- Ability to work under pressure and ensure quality delivery within timelines
- Good Computer skills, especially MS Office

**COMPETENCIES**:

- Accountability
- Terminal Operations
- Guest Relations