Lead - Guest Relations

Purpose/Objective

Lead - Guest Relations is responsible for supervising and coordinating the daily activities of the Guest Relations team, ensuring that all interactions with guests are handled efficiently and courteously.
This role is responsible for mentoring staff, handling complex guest issues, and supporting the Head of Guest Relations in implementing service standards.

Key Responsibilities of Role

Policy Development and Implementation: Collaborate with senior management to develop and refine guest relations policies and SOPs that align with organizational goals.
Identify and prioritize key customer segments and develop targeted strategies to increase customer lifetime value.
Ensure that policies reflect best practices in customer service and industry standards.
Operational Management: Oversee the daily guest relations operations at the asset and ensure smooth service delivery.
Monitor service efficiency and guest satisfaction.
Manage budgets, resources, and ensure efficient operations.


Ensure compliance with all applicable laws and regulations.
Establish and Maintain Relationships: Develop and maintain effective working relationships with key clients, local and central government officials, and media representatives.
Identify opportunities to expand the company's network and build new relationships with influential stakeholders.
External Communication: Serve as the primary point of contact for external agencies, ensuring timely and effective communication.
Facilitate communication between the company and external stakeholders, including updates on projects and initiatives.
Passenger Experience: Ensure and supervise the activities related to outstanding passenger travel experience for VIPs & VVIPs, and all key guests.
Develop and implement strategies to enhance the overall passenger experience, ensuring that all interactions are positive and memorable.
Budget Management: Assist in managing the guest relations budget, ensuring resources are allocated effectively.
Monitor and track budget performance, analyzing variances and identifying areas for improvement.
Statutory Clearances and Crisis Management: Coordinate with various departments/agencies for permits, statutory clearances, and approvals wherever needed.
Proactively address guest complaints, ensuring timely resolution, and escalate issues to the appropriate departments when necessary, all while adhering to security protocols to maintain a safe environment for guests.
Team Leadership and Development: Recruit guest relations staff, assign, supervise, and review the activities of guest relations staff.
Provide leadership, mentoring, and training to the team.
Evaluate performance and provide feedback for continuous improvement.
Continuous Improvement: Oversee the implementation of feedback collection systems for VIP/VVIP guests.
Analyze feedback data to identify trends and areas for improvement.


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Collaborate with cross-functional teams to implement service enhancements.
Benchmark local guest relations practices against global standards to identify gaps and make recommendations for improvement.
Collaborate with other departments to implement improvements and best practices in guest relations.
Key Stakeholders - Internal: Head - 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,Guest Feedback Systems-AAHL,Guest Service Excellence-AAHL,Regulatory Compliance-AAHL,Resource Allocation and Optimization-AAHL,Service Quality Improvement-AAHL,Shift Operations Management-AAHL

Qualifications and Experience

Educational Qualification: Bachelor's/Master's degree in Hospitality Management, Business Administration, or related field Work Experience: 15+ years of experience in the hospitality/public relations/ luxury service industry.