Share this Job

Guest Relations Officer

Date: 04-Aug-2022

Location: GADL Goa (GA12PJ01), IN

Company: GMR Enterprises Pvt Ltd GMR Group

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

Organization Structure

 

Lead Guest Relations 

Guest Relations Officers

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

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

  Comply with all relevant safety , quality and environmental management policies ,procedures and
control to ensure a healthy and safe work environment

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

 

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

COMPETENCIES

  • Accountability
  • Social Awareness
  • Problem Solving & Analytical Thinking
  • Personal Effectiveness
  • Teamwork & Interpersonal influence
  • Networking
  • Networking: Ability to build personal networks and establishes relationships with key stakeholders to further enhance business. | Interview
  • Stakeholder Focus: Ability to define needs and expectations of each stakeholder; Defines clear results for each stakeholder, with indicators and monitoring mechanisms. | Interview
  • Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
  • Planning & Decision Making
  • Strategic Orientation
  • Capability Building
  • Entrepreneurship