Guest Relations Officer

To ensure all the VVIP, VIP and CIP guest movements at the Manohar International airport are seamless, prompt, professional and are delivered with highest customer service experience. This shall include end to end coordination with guest, their protocol teams (if any) and all stakeholders (internal & external) related to the airport operations. He/She shall ensure that the Guest Relations team provides a welcoming world class meet and assist service with minimum waiting times at all processing points and also ensure an enhanced travel experience to the passengers while transiting through Manohar International Airport.

• NIL complaints.
• NIL missed movements
• Positive Feedback
• Monitor Flights on which guest are booked

Readiness of Lounges

Airlines / Business Class Lounge

Reserved Lounge

• Based on the profile of the guest and type of the movement, coordinate with Operations team and Lounge operator to ensure space is reserved for them, Lounge Team is informed in advance regarding guest’s requirements.
• Ensure Prompt F&B services are provided
• Ensure Lounge areas are clean as per required standards
• Ensure all services and facilities inside the lounge are serviceable 

• Review Current SOP’s and suggest improvements
• Trainings for porters
• Daily Shift Meeting with porters and teams
• Performance Measurement of Porters

• Arrange vehicle for pick up / drop for the guest
• Receive guest with flower bouquet
• Arrangement of Vehicle at airside for remote bay arrival flights
• F&B arrangement over and above standard service
• Arrangement of Buggy
• Coordinate for Guest house accommodation on Management directives
• Bay Allocation as per Sr. Management request for a VIP travelling on the particular flight
• Assist for Cab / Hotel booking
• Resolve customer issues pertaining to reservations, onward connections, visa formalities etc

• Fast Track Departures – Entry Gate / Check in + R.L/ Immigration (in case of Intl) / Security / Lounge / Boarding Gate

Coordination with CISF / Immigration / Airlines / GHA / GGIAL Ops

• Fast Track Arrivals – Aerobridge / Immigration / Baggage Claim + R.L / Customs / Exit

• Ensure grooming standards are adhered
• Customer Centric approach which is always welcoming and hospitable

• Passengers
• Govt. Agencies: CISF, Immigration, Customs, Police, SPG, APHO, GAD, BCAS, Goa Tourism, Govt Official of various functions
• Consulate and Diplomats of various countries
• Airlines (Scheduled and Non Scheduled operators)
• Lounge Operator and other Concessionaires
• GGIAL Outsourced Agencies
• Ground Handlers and Service Providers
• All agencies regard to Ground Transportation
• Airport Operations and GR teams of other Indian Airports (AAI and Private)
• Celebrities
• IB

• Top Management of the Group & GGIAL
• Terminal Operations & CFL
• Airside
• Landside Ops
• FMS
• Procurement
• Security
• P&E
• Quality
• AOCC
• Corporate Relations
• HR

• NA

• Managing performance of Contract/outsourced staff.
• Interaction with Multi-dimensional stakeholders with appropriate grace, humility and teamwork
• Maintaining Relations with all internal & external stakeholder and Liaison for smooth functioning
• Ability to work in a fast paced environment and agile to act swiftly for Service Recovery. 

• BSc / BA / Bachelors in Hospitality & Business from a reputed university

• 4-6 years’ experience in Aviation and Hospitality Industry
• Excellent Customer Service and Communication skills
• Ability to work under pressure and ensure quality delivery within timelines
• Good Computer skills, especially MS Office
• Goan Candidates OR Candidates having working experience in Goa will be an added advantage.