Head - Guest Relations

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.

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

• Priority Check-in and Baggage Handling for guests handled by GR Team.
• Accommodating requests of VIP Guests.
• Enabling better coordination between the teams of Airlines and Guest Relations for resolution of any potential issues that arise during operations.

Positive Working Relationship.

Guest Relation Team Management

• Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to.
• Ensure that the Guest Relations Team is always prepared to respond to VIP Guest requests in a professional manner.
• Ensure proper manning of team during seasonal demand ( Parliament sessions, Visits of Parliament Committees  etc).
• Implementation of Employee Engagement activities in consultation with BHR.
• Periodical Review and Performance appraisal of Team.

Efficient performance by the Guest Relation Team with high standards.

Standard Operating Procedures

• Prepare, modify and update the SOPs as and when required.
• Guest Master List – Periodical review, assess and obtain approval from Management for any modifications.
• Review of Eligibility List once in a six months with CEO-Airport & Head-CR. 
• Implementation of Communication flow process and take due precautions to prevent pitfalls.
• Ensure swift action for recovering service lapses and avoiding further deterioration of the situation and future recurrences.
• Updation of GRMS software as and when required with the help of IT team.
• Ensure effective Asset Management – Lounges, Vehicles and other Assets.

Adherence to SOPs.

Brand Building

• Ensure that GR team spots an opportunity to showcase our GMRVF facility to the guests and enhance visibility of the Groups CSR activities.
• To ensure Positive display of Group Values & Ethos by GR Team as they are the brand ambassadors of the organization and their disposition casts a positive reinforcement of the image of company.

Creating a positive image for the Group

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

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.

Preparation of Annual Budget (AOP)  >  Rs. 1.5 Crores.

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.

An MBA or Post Graduate in Hospitality Industry

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.