Assistant Manager - Pranaam

Purpose/Objective

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.

Key Responsibilities of Role

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

Technical Competencies

Customer Service Management-AAHL,Operational Excellence-AAHL,Quality Assurance-AAHL,Regulatory Compliance-AAHL,Resource Allocation and Optimization-AAHL,Revenue Optimization-AAHL,Risk Management-AAHL

Qualifications and Experience

Education Qualification: Bachelor's in Hospitality Management, Business Administration, or related field.
Work Experience: 3 - 5 years in hospitality or customer service management, especially in airport or travel-related services.