Assistant Manager - Guest Services and Operations

adani capital pvt ltd; Ahmedabad District; On-site; INR 500,000 - 700,000; Full time

Benefits offered by this job

Pranaam App initiative

Job summary

Adani Capital Pvt Ltd is seeking an experienced hospitality/customer service professional to oversee guest assistance and service coordination in an airport/travel-related setting. The role focuses on maintaining high service standards, managing resources, and promoting digital tools to improve guest experiences.

Ideal candidates will have 3–5 years in hospitality or customer service management, with a Bachelor’s in a related field. Experience in airport operations is highly valued.

Qualifications

• Bachelor's in Hospitality Management, Business Administration, or related field.
• 3 - 5 years in hospitality or customer service management, especially in airport or travel-related services.

Responsibilities

• Guest Assistance: Provide high-quality assistance to guests and ensure their needs are met promptly.
• Service Coordination: Coordinate with frontline team to ensure smooth service delivery and effective communication.
• Feedback Collection: Collect guest feedback and report to management for continuous improvement.
• Resource Management: Ensure availability and proper use of resources for service delivery.
• Compliance and Standards: Adhere to safety and service standards and train staff on protocols.
• Support in Digital Initiatives: Promote the use of digital tools like the Pranaam App to enhance service efficiency.

Job description

Responsibilities

• Guest Assistance: Provide high-quality assistance to guests, ensuring their needs are met promptly and efficiently. Strive to exceed guest expectations with every interaction, fostering a welcoming and hospitable environment that leaves a lasting positive impression.


• Service Coordination: Coordinate with the frontline team to ensure smooth service delivery, addressing any immediate operational issues to maintain seamless operations. Facilitate effective communication among team members to enhance overall guest satisfaction and operational efficiency.


• Feedback Collection: Collect feedback from guests and report to the management for continuous improvement, ensuring that guest insights are used to refine service quality. Implement necessary changes based on feedback to provide a better experience and address any recurring issues.


• Resource Management: Ensure the availability and proper use of resources required for service delivery, monitoring resource utilization to optimize efficiency. Regularly check and maintain all tools and equipment to ensure they are functioning correctly and are readily available when needed.


• Compliance and Standards: Adhere to safety and service standards, ensuring compliance with all relevant regulations and guidelines to maintain high service quality. Conduct regular training sessions for staff to keep them updated on safety protocols and service standards.


• Support in Digital Initiatives: Promote the use of digital tools such as the Pranaam App among guests and team members to enhance service efficiency.

Key Stakeholders

• Key Stakeholders - Internal:
  
  
  
  • Shift Incharge - Pranaam
  
  
  • Frontline Team
  
  
  • Commercial Team
  
  
  • Finance Team
  
  
  • BD & Marketing Team
  
  
  • Human Resources
  
  
  • IT Team
  
  
  • Security Team
  
  
  
  


• Key Stakeholders - External:
  
  
  
  • Concessionaires
  
  
  • Airlines
  
  
  • Ground Handlers
  
  
  • Marketing Agencies
  
  
  • Social Media
  
  
  • Passengers
  
  
  • Customs, Immigration, BCAS, AAI, CISF etc
  
  
  
  

Qualifications

Education Qualification: Bachelor's in Hospitality Management, Business Administration, or related field. Work Experience: 3 - 5 years in hospitality or customer service management, especially in airport or travel-related services.