Executive Guest Relations – Mumbai Airport

Role & responsibilities

Job Purpose: 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

Preferred candidate profile

Education Qualification:

Bachelors degree in Hospitality Management, Tourism, or a related field.

Work Experience:

Minimum 3- 9 years of experience in the hospitality/public relations/ luxury service industry.

Same Posting Description for Internal and External Candidates