Assistant Manager

Purpose/Objective

Executive - Guest Relations is responsible for providing high-quality assistance and support to guests, ensuring their needs are met promptly and effectively.
This role is responsible for handling guest inquiries, providing information, and resolving issues to enhance the overall guest experience.

Key Responsibilities of Role

Guest Facilitation: Coordinate all arrival and departure activities for VVIPs, VIPs, and CIPs ensuring they have an outstanding travel experience.
Ensure seamless movement and logistics for these guests, including transportation arrangements and security protocols.
Information Dissemination and Guidance: Oversee guest movements through the airport, collaborating with internal teams for smooth operations and tracking guest preferences via management systems.
Assist guests by providing directions and answering queries related to services and facilities.
Offer expert advice on airport services, including transportation, and customs procedures.
Continuous Improvement: Actively participate in initiatives aimed at improving service delivery and guest relations at CSIA.
Gather guest feedback to identify areas for improvement and share insights with management for service enhancement.
Crisis Management: Assist in managing guest-related incidents during crises by providing clear, calm information and directions to guests.
Follow established protocols to ensure guest safety and escalate any critical issues to supervisors promptly, supporting the team in maintaining a safe and controlled environment.
Smooth Passenger Movement: Manage the flow of passengers during peak times, special events, and interconnecting flights, ensuring that VIPs and CIPs experience minimal delays.
Coordinate with airport security and other departments to facilitate efficient and secure passenger movement.
Data Reporting and Generation: Ensure timely and accurate collection, analysis, and reporting of guest feedback and service performance data.
Prepare detailed reports that highlight trends, areas for improvement, and key performance metrics, presenting them to senior management for decision-making and continuous service enhancement.
Stakeholder Coordination: Liaise with internal departments and external stakeholders to ensure cohesive and efficient service delivery.
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

Technical Competencies

Conflict Resolution-AAHL,Crisis Management-AAHL,Documentation and Reporting-AAHL,Guest Feedback Systems-AAHL,Guest Logistics Management-AAHL,Guest Service Excellence-AAHL,Regulatory Compliance-AAHL,Service Quality Improvement-AAHL

Qualifications and Experience

Education Qualification: Bachelor’s degree in Hospitality Management, Tourism, or a related field.
Work Experience: Minimum 1-3 years of experience in the hospitality/public relations/ luxury service industry.