Guest Relations Supervisor

Adani Enterprises Ltd; Lucknow; On-site; INR 350,000 - 550,000; Full time

Job summary

Adani Enterprises Ltd invites applications for Supervisor - Guest Relations to ensure high-quality guest services. Welcome guests, assist with check-in, and deliver a positive first impression.

Provide information on services and facilities, coordinate guest requests, monitor satisfaction, and liaise with departments to deliver seamless service. Requires 1–2 years in aviation or hospitality and a related diploma. On-site role based in Lucknow.

Qualifications

• 1-2 years of experience in the aviation industry.
• Diploma or equivalent in Hospitality Management, Customer Service, or related field.

Responsibilities

• Guest Reception and Engagement: Welcome guests upon arrival and provide a warm, professional greeting.
• Information Provision: Provide accurate information regarding services and facilities; address inquiries promptly.
• Coordination of Guest Services: Coordinate logistics for special requests, transportation, accommodations, and catering.
• Monitoring Guest Satisfaction: Solicit feedback and document guest comments for management review.
• Crisis Management Support: Assist in managing guest complaints and escalate as needed.
• Record Keeping and Reporting: Maintain records of guest interactions and prepare reports on satisfaction metrics.
• Collaboration with Team Members: Work with colleagues to ensure seamless guest services and meet standards.

Skills

Guest relations

Customer service

Education

HSc / Diploma in Hospitality Management

Job description

Supervisor - Guest Relations About Business:

Adani Group : Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India. Adani Airports Holding Limited : Adani Airports Holding Limited is reshaping the aviation landscape, transforming airports into dynamic hubs of connectivity, innovation, and service excellence. By prioritizing passenger experience, leveraging state-of-the-art technology, and enhancing operational efficiency, we are redefining airport infrastructure across India. Our vision is to create world-class airports that serve as gateways to regional development and global connectivity, positioning Adani Airports as a leader in the aviation sector with a focus on sustainable growth and community impact.

Job Purpose:

Team Member - 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.

Guest Reception and Engagement:

Welcome guests upon arrival, providing a warm and professional greeting to create a positive first impression.

Assist guests with check-in procedures, ensuring a smooth and efficient process.

Information Provision:

Provide accurate information regarding services, amenities, and facilities available at the venue. Address guest inquiries and concerns promptly, offering solutions and support as needed.

Coordination of Guest Services:

Coordinate logistics for special requests, such as transportation, accommodations, and catering for events. Liaise with other departments to ensure guest needs are met and services are delivered seamlessly.

Monitoring Guest Satisfaction:

Actively solicit feedback from guests to gauge their satisfaction levels and identify areas for improvement. Document guest comments and suggestions for further review and action by management.

Crisis Management Support:

Assist in managing guest complaints and issues, escalating matters to senior staff when necessary. Maintain composure in high-pressure situations, ensuring guest concerns are addressed professionally.

Record Keeping and Reporting:

Maintain accurate records of guest interactions, feedback, and service delivery. Prepare reports on guest satisfaction metrics and service efficiency for review by management.

Collaboration with Team Members:

Work closely with colleagues to foster a team-oriented environment, sharing information and resources to enhance guest services. Participate in regular team meetings to discuss guest feedback, service challenges, and improvement strategies.

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


• Education

Education Qualification:

HSc / Diploma or equivalent in Hospitality Management, Customer Service, or a related field.

Work Experience:

1-2 years of experience in the aviation industry

Experience Level:

Mid Level