Duty Manager-Guest Relation

Purpose/Objective

The Duty Manager-Guest Relation at Jaipur Airport will play a pivotal role in ensuring an exceptional guest experience, aligning with Adani Airport Holdings Ltd's vision of redefining airport infrastructure and passenger services. This role is instrumental in managing and enhancing guest relations, ensuring seamless operations, and contributing to the airport's reputation as a world-class facility. The position supports the business unit’s commitment to delivering best-in-class airport infrastructure and passenger services, fostering a welcoming and efficient environment for all guests.

Key Responsibilities of Role

Key Responsibilities - Develop and implement guest service standards and protocols to enhance the overall guest experience at Jaipur Airport. - Lead and manage the guest relations team to ensure consistent delivery of exceptional customer service. - Handle guest feedback and complaints effectively, ensuring timely resolution and maintaining high levels of customer satisfaction. - Collaborate with internal departments such as operations, security, and facilities to ensure seamless coordination and communication for guest services. - Monitor and analyze guest satisfaction metrics, identifying trends and implementing improvement strategies to enhance service quality. - Stay updated with industry trends, best practices, and emerging technologies to continuously improve guest relations operations. - Assist in the development and execution of marketing and promotional strategies aimed at attracting and retaining passengers. - Ensure the guest relations team is trained and equipped to handle diverse passenger needs, including VIP and special assistance services. - Oversee the implementation of digital tools and platforms to streamline guest interactions and feedback mechanisms. - Act as a liaison between the airport management and passengers, ensuring alignment with Adani’s customer-centric approach.

Technical Competencies

Data-Driven Decision Making-AAHL,Documentation and Reporting-AAHL,Emergency Response and Preparedness-AAHL,Emerging Technology Synthesis-AAHL,Hazard Identification and Analysis-AAHL,Incident Management-AAHL,Regulatory Compliance-AAHL,Risk Management-AAHL,Safety Management Systems (SMS)-AAHL,Training, Learning, and Development-AAHL

Qualifications and Experience

Required Qualifications & Experience - 7-8 years of experience in guest relations within the aviation or hospitality industry. - Proven ability to manage and lead a team in a high-pressure, customer-facing environment. - Demonstrated track record of delivering exceptional customer service and driving continuous improvement initiatives. Educational Background - Bachelor’s degree in Hospitality Management, Business Administration, or a related field. - Advanced certifications in Customer Service or Hospitality Management are preferred. Years & Type of Experience - 7-8 years of experience in guest relations, with a focus on the aviation or hospitality sector. - Experience in managing guest relations teams and handling high volumes of passenger interactions.