Assistant Manager-Guest Relations

Adani; Navi Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Adani at CSIA seeks a dynamic professional to coordinate VIP travel experiences, ensuring flawless arrivals and departures with security-compliant transport arrangements. You will oversee guest movements, assist with services and facilities directions, and provide expert transport advice.

You will drive guest satisfaction by gathering feedback, reporting on metrics, and supporting initiatives to enhance service delivery.

Qualifications

• Bachelor’s degree in Hospitality Management, Tourism, or related field.
• 1–3 years of experience in hospitality/public relations or luxury service.
• Experience in managing VIP guest experiences and airport operations is a plus.

Responsibilities

• Coordinate arrival and departure activities for VVIPs, VIPs and CIPs to ensure an outstanding travel experience.
• Ensure seamless movement and logistics for guests, including transportation arrangements and security protocols.
• Oversee guest movements through the airport and track preferences via management systems.
• Assist guests with directions and queries related to services and facilities.
• Provide expert advice on airport services, including transportation and customs procedures.
• Participate in initiatives to improve service delivery and guest relations at CSIA.
• Gather guest feedback and share insights with management for service enhancement.
• Assist in crisis management by providing clear information and directions and escalate issues promptly.
• Manage passenger flow during peak times, events, and interconnecting flights to minimize delays.
• Coordinate with security and other departments to facilitate efficient and secure movement.
• Ensure timely collection, analysis and reporting of guest feedback and performance data.

Skills

Guest relations

Logistics coordination

Crisis management

Stakeholder coordination

Data reporting

Customer service

Education

Bachelor’s degree in Hospitality Management, Tourism, or related field

Job description

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.

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 escal… any critical issues to supervisors promptly, supporting the team in maintaining a safe and controlled environment.

Manage the flow of passengers during peak times, special events, and interconnecting flights, ensuring that VIPs and CIPs experience 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

Landside Operations

GTB

Medical Team

Admin Team

Key Stakeholders - External:

VIP and High-Net-Worth Individuals

Corporate Clients

Airlines

Airport Authorities (ATC)

Regulatory Bodies (e.g., BCAS, AAI, CISF)

Travel Agencies and Tour Operators

Customs and Immigrations

Qualifications

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.

Job Info

• Job Identification 57179
• Job Category Terminal.Operations
• Posting Date 08/25/2026, 06:56 AM