Duty Manager – Pranaam Operation

About Business
JOB DESCRIPTION
Adani Group
: Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India.

Adani Airports Holding Limited
: Adani Airports Holding Limited is reshaping the aviation landscape, transforming airports into dynamic hubs of connectivity, innovation, and service excellence. By prioritizing passenger experience, leveraging state-of-the-art technology, and enhancing operational efficiency, we are redefining airport infrastructure across India. Our vision is to create world-class airports that serve as gateways to regional development and global connectivity, positioning Adani Airports as a leader in the aviation sector with a focus on sustainable growth and community impact.

Job Purpose:
Executive - Pranaam is responsible for supporting the day-to-day operations of Pranaam services, ensuring a high level of customer satisfaction and efficient service delivery. This role involves direct interaction with guests and coordination with the frontline team.

Responsibilities
Guest Assistance:
Provide high-quality assistance to guests, ensuring their needs are met promptly and efficiently. Strive to exceed guest expectations with every interaction, fostering a welcoming and hospitable environment that leaves a lasting positive impression.

Service Coordination
Coordinate with the frontline team to ensure smooth service delivery, addressing any immediate operational issues to maintain seamless operations.

Facilitate effective communication among team members to enhance overall guest satisfaction and operational efficiency.

Feedback Collection
Collect feedback from guests and report to the management for continuous improvement, ensuring that guest insights are used to refine service quality. Implement necessary changes based on feedback to provide a better experience and address any recurring issues.

Resource Management
Ensure the availability and proper use of resources required for service delivery, monitoring resource utilization to optimize efficiency. Regularly check and maintain all tools and equipment to ensure they are functioning correctly and are readily available when needed.

Compliance And Standards
Adhere to safety and service standards, ensuring compliance with all relevant regulations and guidelines to maintain high service quality. Conduct regular training sessions for staff to keep them updated on safety protocols and service standards.

Support In Digital Initiatives
Promote the use of digital tools such as the Pranaam App among guests and team members to enhance service efficiency.

Key Stakeholders - Internal
Shift Incharge - Pranaam

Frontline Team

Commercial Team

Finance Team

BD & Marketing Team

Human Resources

IT Team

Security Team

Key Stakeholders - External
Concessionaires

Airlines

Ground Handlers

Marketing Agencies

Social Media

Passengers

Customs, Immigration, BCAS, AAI, CISF etc

Qualifications
Education Qualification:
Bachelor's in Hospitality Management, Business Administration, or related field.

Work Experience
7- 10 years in hospitality or customer service management, especially in airport or travel-related services.