Supervisor - Guest Relations

Supervisor - Guest Relations

Responsibilities

Guest Reception and Engagement:

Welcome guests upon arrival, providing a warm and professional greeting to create a positive first impression.

Assist guests with check-in procedures, ensuring a smooth and efficient process.

Information Provision:

Provide accurate information regarding services, amenities, and facilities available at the venue.

Address guest inquiries and concerns promptly, offering solutions and support as needed.

Coordination of Guest Services:

Coordinate logistics for special requests, such as transportation, accommodations, and catering for events.

Liaise with other departments to ensure guest needs are met and services are delivered seamlessly.

Monitoring Guest Satisfaction:

Actively solicit feedback from guests to gauge their satisfaction levels and identify areas for improvement.

Document guest comments and suggestions for further review and action by management.

Crisis Management Support:

Assist in managing guest complaints and issues, escalating matters to senior staff when necessary.

Maintain composure in high-pressure situations, ensuring guest concerns are addressed professionally.

Record Keeping and Reporting:

Maintain accurate records of guest interactions, feedback, and service delivery.

Prepare reports on guest satisfaction metrics and service efficiency for review by management.

Collaboration with Team Members:

Work closely with colleagues to foster a team-oriented environment, sharing information and resources to enhance guest services.

Participate in regular team meetings to discuss guest feedback, service challenges, and improvement strategies.

Key Stakeholders - Internal:

Duty Manager - Guest Relations

Security Department

Terminal Ops Team

Customer Service Team

Facilities Team

Commercial Department

Finance

Marketing and Communications

Legal and Compliance

General Aviation Terminal

Airside / AOCC/ JCC

Pranaam Team

Landside Operations

GTB

Medical Team

Cargo Team

Admin Team

Key Stakeholders - External:

VIP and High-Net-Worth Individuals

Corporate Clients

Government Officials

Airlines

Airport Authorities (ATC)

Regulatory Bodies (e.g., BCAS, AAI, CISF)

Travel Agencies and Tour Operators

Ground Handling Partners

Customs and Immigrations

Qualifications

Education Qualification:

HSc / Diploma or equivalent in Hospitality Management, Customer Service, or a related field.

Work Experience:

• 1-2 years of experience in the aviation industry