Guest Relations Officer

JOB PURPOSE

To ensure all the VVIP, VIP and CIP guest movements at the New Goa 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 New Goa International Airport.

ORGANISATION CHART

KEY ACCOUNTABILITIES

• Ensure Exceptional Meet & Greet Service is provided by the GR team to the VVIP, VIP, CIP and any other passengers requested by Sr. Management travelling via New GOA International airport
• Readiness of Lounges
• Airlines / Business Class Lounge
• Reserved Lounge
• VIP Terminal Lounge
• Ensure Meet and Assist service levels for guest are standardized and are delivered at the highest level of customer satisfaction 
• Adhoc Arrangements to be executed for VIP / CIP Movements 
• Seamless processing of all Departure and Arrival movement of VIP’s by informing all concerned in advance and ensure minimum waiting time/Fast track at all processing points
• Brand Building – Ensuring that every movement done / guest attended by the GR team leaves behind a positive, pleasant and heartfelt memory for the passenger 
• Comply with all relevant safety , quality and environmental management policies ,procedures and
  control to ensure a healthy and safe work environment

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

• 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

INTERNAL INTERACTIONS

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

FINANCIAL DIMENSIONS

OTHER DIMENSIONS

• 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.

EDUCATION QUALIFICATIONS

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

RELEVANT EXPERIENCE

• 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.

COMPETENCIES