Head - Guest Relations
Hyderabad, IN
JOB PURPOSE
RGIA’s unflinching endeavor is to constantly strive to deliver service excellence and offer the best to the travellers. The guest’s organizational perception is also of prime importance. The Guest Relations is one of the frontier teams of RGIA functioning to achieve the above attributes. The role is required to lead the Guest Relations Team for ensuring efficient and seamless rendering of service to VVIP/VIP/CIP as envisaged under the SOP and garner positive image for Airport and the Group. The role should also ensure that the Guest Relation team displays our Group image in high esteem, as the employees are the brand ambassadors of the organization and their disposition casts a positive reinforcement of the image of company. |
ORGANISATION CHART
Accountabilities |
Key Performance Indicators |
Hassle Free Facilitation to Guests To ensure that the Guest Relations Team facilitate all VVIP / VIP / CIP and important dignitaries travelling through RGIA and provide seamless, effective and timely services as per set standards (SOPs). |
Knowledge of airport processes as per set standards.
|
Relationship management with Regulatory Agencies within Airport To maintain good working relationship with Government agencies like CISF, Immigration, Customs, BCAS, State Protocol (GAD), Intelligence Agencies and State Police for ensuring smooth passage of guests as per set standards and protocol.
|
Positive Working Relationship. |
Relationship management with Airlines To maintain good working relationship with Station Heads of Airlines for
|
Positive Working Relationship. |
Guest Relation Team Management
|
Efficient performance by the Guest Relation Team with high standards. |
KEY ACCOUNTABILITIES
Standard Operating Procedures
|
Adherence to SOPs. |
Brand Building
|
Creating a positive image for the Group |
EXTERNAL INTERACTIONS
External |
Eligible Guests as per the prevailing categorizations including but not limited to : Member of Parliaments / Ministers / Bureaucrats / Judiciary/ PSU Heads/ Bankers/ MD/Chairman/CEO of corporate houses/ Protocol officers of various agencies and corporates/Celebrities/ Embassies, Trade Houses, High Commissions and consulates of all countries. |
Station Managers of Airlines – Domestic & International |
Regulatory Agencies like: CISF, Customs, Immigrations, State Government Protocol (GAD), Local Police, Intelligence Agencies etc. |
INTERNAL INTERACTIONS
Internal |
Top Management of Group (GCM, BCM, Directors, CEO) while they are travelling through RGIA. |
CEO, COO and Unit Head-CR for matters related to Administration. |
Head of AOCC, Airside Operations, Terminal Operations, Customer Facilities, Security ( AOCC & Pass Section), QSD, Technical Services, Transport Dept, Finance & Accounts, Corporate Affairs, BHR etc. |
FINANCIAL DIMENSIONS
Preparation of Annual Budget (AOP) > Rs. 1.5 Crores. |
OTHER DIMENSIONS
Ability to devise SOPs and adherence to QSD Standards. Handling an executive team with a size of around 15 members and above. Ability to work in a fast paced environment and agile to act swiftly for Service Recovery. |
EDUCATION QUALIFICATIONS
An MBA or Post Graduate in Hospitality Industry |
RELEVANT EXPERIENCE
Should possess an experience of 15 years in Hospitality Industry out of which at least 5 years’ experience as a Sr. Manager in similar role. Thorough knowledge of Customer Relationship Management, Crisis Management and Quality Service Delivery pertaining to Airport/Hospitality Sector. |
COMPETENCIES
- Problem Solving: Ability to identify solutions exploring different options in gathered information. | Interview
- Innovation
- Managing Change and ambiguity by creating Win-Win
- Determination(Contextual and Flexible)
- Learning Ability
- Making & Navigating proposals
- Scanning, Networking & External orientation
- Guest Relations
- Personal Effectiveness: Demonstrating responsibility & reliability through actions to manage critical and challenging situations. | Interview
- Managing Performance: Effectively monitors and measures performance. Develops people and drive results. | Interview
- Communication: Ability to listen, interpret, simplify complex concepts, thoughts & ideas in verbal / non verbal form. | Interview
- Decision Making: Ability to systematically think through a problem and its component parts, garner relevant information and not taking things at face value. | Interview
- Team Leadership, Teamwork & Interpersonal Influence: Capability to develop & converge individual potential to execute team objectives. Effectively intermingle and relate with individuals in a positive manner. | Interview
- Business Insight: Ability to understand the implications of Business decisions and strive to enhance organizational performance. | Interview
- Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
- Problem Solving & Analytical Thinking
- Capability Building
- Social Awareness
- Entrepreneurship
- Stakeholder Focus
- Execution & Results
- Strategic Orientation
- Networking
- Teamwork & Interpersonal influence
- Personal Effectiveness
- Planning & Decision Making