Manager - Guest Relations

Management of Day-to-day operations & to consistently provide expeditious, caring and friendly environment to VVIPs/VIPs/CIPs through Passenger Terminal Building in T1 & T2 and VIP Terminal at KIAB.

Accountabilities & Major Activities

Review of Operations of Previous Day

• Review records/logs/reports/mails of previous day operations.
• Identify deviations and initiate corrective action.
• Instruct the team on the next course of action.
• Liaise with concerned departments for corrective action.
• Prioritize and address escalated issues from Customers/Stakeholders/Team Members.
• Communicate action plan regarding complaints to Customers/Stakeholders/Team Members and HOD.
• Follow up on unresolved issues with relevant stakeholders/HOD regarding GR Operations or Infrastructure.

Plan Operations for Short-Term Operational Planning

• Plan a system for recording events and highlighting operational issues to the Team Lead.
• Plan protocol arrangements for VVIPs/VIPs.
• Plan, coordinate, and execute planned/unplanned events/facilitation with internal & external agencies.
• Execute processes to manage operational continuity at KIAB.
• Ensure operational activities in lounges & VIP Terminal are recorded and maintained for future requirements.

Prepare SOP/Manual

• Frame, review, and update SOPs and guidelines for Guest Relations operations.
• Plan, execute, and review agreed processes.
• Plan and execute processes for contingency management.
• Identify process flaws and amend guidelines accordingly.

Admin Function Supporting Real-Time Operations

• Ensure upkeep of infrastructure and consumables to meet VVIP standards.
• Maintain coordination with Govt. Agencies, Concessioners, State Protocol Dept., MEA, Govt. of India, major industries, and industry bodies.
• Coordinate with high officials of State and Central Government.
• Maintain coordination with High Commissions/Trade Commissions in Bengaluru.
• Represent BIAL in advance protocol coordination with BCAS, MOCA, MEA, MOD, and MHA for VVIP movements.
• Assist Senior Management in enhancing operational performance.
• Provide adequate resources to the Team as per guidelines.
• Coordinate with Admin for team-related activities.
• Coordinate contractual/procurement requirements with Operation Support by providing required information.

Team Environment Management

• Manage team 24/7 with manpower allocation and shift roster.
• Identify and execute Training Needs Analysis for the GR team.
• Manage leave and roster in line with organizational policy and departmental metrics.
• Conduct regular interactions with team members, consolidate feedback, and initiate corrective action/escalation.
• Utilize organizational programs like R&R to motivate and recognize team performance.
• Complete performance appraisals, goal setting, and HR-related activities on time.
• Initiate resource replacement in case of resignations.
• Handle recruitment, induction, training, retention, and counseling as per operational requirements.
• Plan cultural/social team events with Operations Support.
• Ensure Business Continuity Plan (BCP) preparedness in case of incidents.
• Train team for handling emergency situations in lounges.