Assistant Manager

Adani Group; Navi Mumbai; On-site; INR 450,000 - 750,000; Full time

Job summary

Adani Group is seeking an Executive - Guest Relations in Navi Mumbai to provide high-quality assistance to guests and resolve inquiries promptly. You will coordinate VIP arrivals, arrange transport, and oversee security protocols to ensure a seamless travel experience.

You will gather guest feedback, report trends, and support continuous service improvements while coordinating with internal departments and external stakeholders. Strong communication and hospitality experience are essential.

Qualifications

• Bachelor’s degree in Hospitality Management, Tourism, or a related field.
• 1-3 years of experience in hospitality/public relations/luxury service industry.
• Strong communication and guest-service mindset.

Responsibilities

• Coordinate arrival and departure activities for VIPs ensuring exceptional travel experience.
• Arrange transportation and security protocols for guests.
• Guide guests through airport, answer queries, and provide service information.
• Share insights to improve guest-relations and service quality.
• Assist in crises with calm, clear directions and safety protocols.
• Manage passenger flow during peak times and events to minimize delays.
• Collaborate with security and other departments for smooth, secure movement.
• Prepare reports on guest feedback and service performance for senior management.

Skills

Guest Relations

Crisis Management

Conflict Resolution

Documentation

Education

Bachelor's degree in Hospitality/ Tourism

Job description

Purpose/Objective

• Executive - Guest Relations is responsible for providing high-quality assistance and support to guests, ensuring their needs are met promptly and effectively.
• This role is responsible for handling guest inquiries, providing information, and resolving issues to enhance the overall guest experience.

Key Responsibilities of Role

• Guest Facilitation: Coordinate all arrival and departure activities for VVIPs, VIPs, and CIPs ensuring they have an outstanding travel experience.
• Ensure seamless movement and logistics for these guests, including transportation arrangements and security protocols.
• Information Dissemination and Guidance: Oversee guest movements through the airport, collaborating with internal teams for smooth operations and tracking guest preferences via management systems.
• Assist guests by providing directions and answering queries related to services and facilities.
• Offer expert advice on airport services, including transportation, and customs procedures.
• Continuous Improvement: Actively participate in initiatives aimed at improving service delivery and guest relations at CSIA.
• Gather guest feedback to identify areas for improvement and share insights with management for service enhancement.
• Crisis Management: Assist in managing guest-related incidents during crises by providing clear, calm information and directions to guests.
• Follow established protocols to ensure guest safety and elevate critical issues to supervisors.
• Smooth Passenger Movement: Manage the flow of passengers during peak times, special events, and interconnecting flights, ensuring VIPs and CIPs minimal delays.
• Coordinate with airport security and other departments to facilitate efficient and secure passenger movement.
• Data Reporting and Generation: Ensure timely and accurate collection, analysis, and reporting of guest feedback and service performance data.
• Prepare detailed reports that highlight trends areas for improvement and key performance metrics, presenting them to senior management for decision-making and continuous service enhancement.
• Stakeholder Coordination: Liaise with internal departments and external stakeholders to ensure cohesive and efficient service delivery.
• Key Stakeholders - Internal: Duty Manager - Guest Relations Security Department Terminal Ops Team Customer Service Team Facilities Team Commercial Department Finance Marketing and Communications Legal and Compliance General Aviation Terminal Airside / AOCC/ JCC Pranaam Team Landside Operations GTB Medical Team Cargo Team Admin Team Key Stakeholders - External: VIP and High-Net-Worth Individuals Corporate Clients Government Officials Airlines Airport Authorities (ATC) Regulatory Bodies (e. g. , BCAS, AAI, CISF) Travel Agencies and Tour Operators Ground Handling Partners Customs and Immigrations

Technical Competencies

• Conflict Resolution-AAHL,Crisis Management-AAHL,Documentation and Reporting-AAHL,Guest Feedback Systems-AAHL,Guest Logistics Management-AAHL,Guest Service Excellence-AAHL,Regulatory Compliance-AAHL,Service Quality Improvement-AAHL

Qualifications and Experience

• Education Qualification: Bachelor’s degree in Hospitality Management, Tourism, or a related field.
• Work Experience: Minimum 1-3 years of experience in the hospitality/public relations/ luxury service industry.