Lead Guest Relations

Purpose/Objective Lead Guest Relations is responsible for managing and overseeing the Guest Relations operations during assigned shifts, ensuring smooth and effective service delivery. This role is responsible for monitoring staff performance, addressing guest concerns in real-time, and ensuring that all procedures are followed correctly.

*Description for Internal Candidates

About Business:

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: Duty Manager - Guest Relations is responsible for managing and overseeing the Guest Relations operations during assigned shifts, ensuring smooth and effective service delivery. This role is responsible for monitoring staff performance, addressing guest concerns in real-time, and ensuring that all procedures are followed correctly.

*Key Responsibilities of Role

Establish and Maintain Relationships:

Establish and maintain effective working relationships with key clients, local and central government officials, and media representatives.

Ensure these relationships are cultivated through regular communication, meetings, and updates, fostering mutual understanding and collaboration.

Policy Compliance:

Ensure that all guest relations staff are familiar with and adhere to company policies and procedures, including guest service protocols, safety regulations, and privacy laws.

Monitor guest interactions and service delivery processes to ensure compliance with established standards and policies.

Permits and Approvals:

Ensure that all required documentation is prepared, submitted, and stored according to legal and organizational standards.

Coordinate Statutory Clearances:

Continuously monitor the status of all statutory clearances, ensuring compliance with all relevant regulations.

Work closely with various departments and agencies to ensure all statutory clearances are obtained and maintained without disruption to operations.

Passenger Experience:

Supervise daily operations related to passenger services, ensuring a seamless and exceptional experience for all guests, especially VIPs and VVIPs.

Monitor service quality and ensure compliance with established standards for passenger interactions.

Crisis Management:

Address issues promptly and professionally, using established protocols to ensure guest safety and satisfaction.

Identify situations that require escalation to senior management or other departments, and ensure that these are communicated clearly and efficiently.

Communication Management:

Serve as the primary point of contact for guest inquiries and concerns during shifts, ensuring timely and effective communication.

Collaborate with other departments to ensure guest needs are met and services are coordinated smoothly.

Supervise Staff:

Assign, supervise, and review the activities of guest relations staff. Provide mentoring, and training to the team.

Evaluate performance and provide feedback for continuous improvement.

Continuous Improvement:

Gather and analyze guest feedback to identify trends and areas for improvement in services.

Develop initiatives to enhance guest experience based on feedback and service evaluations.

Key Stakeholders - Internal:

Lead - 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 and Experience

Educational Qualification:

Bachelor's/Master's degree in Hospitality Management, Business Administration, or related field

Work Experience:

7+ years of experience in the hospitality/public relations/ luxury service industry.