Guest Service Officer

Guest Service Officer (GSO)

Location: Mumbai Airport (T1/T2)

Department: Airport Operations / Guest Relations

Experience: 0–5 Years

Employment Type: Full-time

Shift: Rotational shifts

Job Summary

We are looking for a professional, well-groomed, and customer-oriented Guest Service Officer (GSO) to provide premium passenger assistance Services at Mumbai Airport. The role involves assisting passengers with airport formalities, providing personalized meet-and-greet services, guiding guests through airport procedures, verifying service entitlements, and ensuring a smooth, comfortable, and hassle-free airport experience.

Key Responsibilities

• Welcome and assist passengers availing premium airport assistance services.
• Provide meet-and-greet assistance to guests at designated airport arrival and departure points.
• Assist passengers with airport navigation, including check-in counters, security checkpoints, boarding gates, baggage claim areas, and other designated facilities, as applicable.
• Verify boarding passes, bookings, and service entitlements wherever required.
• Coordinate with airport teams to facilitate a seamless passenger experience, within the scope of the service.
• Provide flight-related information, including arrival, departure, and boarding updates.
• Assist senior citizens, families, first-time flyers, and passengers requiring additional guidance, as per service requirements.
• Handle passenger queries, feedback, and complaints professionally and escalate issues to the concerned team when necessary.
• Maintain coordination with operations teams to ensure timely delivery of promised services.
• Follow airport security protocols, operational procedures, grooming standards, and customer service guidelines.
• Maintain service records and report operational concerns to the reporting manager.

Eligibility Criteria

• Only Graduate may apply, subject to client requirements.
• Graduate Freshers and candidates with experience in aviation, hospitality, customer service, travel, or front-office operations are preferred.
• Good verbal communication skills in English and Hindi.
• Pleasant personality, professional grooming, and a customer-first attitude.
• Ability to handle passengers politely and confidently in a busy airport environment.
• Willingness to work rotational shifts, including weekends and public holidays.
• Must be comfortable working at Mumbai Airport, Terminal 1 or Terminal 2.

Required Skills

• Passenger handling and customer service
• Meet-and-greet and guest relations
• Excellent communication and interpersonal skills
• Professional etiquette and grooming
• Coordination and problem-solving
• Ability to remain calm under pressure