Guest Relations Team Member

adani capital pvt ltd; Kamrup Metropolitan; On-site; INR 260,000 - 380,000; Full time

Job summary

adani capital pvt ltd in India seeks a Team Member – Guest Relations to welcome guests, assist with check-in, provide information on services, and coordinate guest services. You will work with multiple internal teams to ensure a seamless guest experience and address inquiries and concerns promptly.

The role involves monitoring guest satisfaction, supporting crisis management, and maintaining accurate records.

Qualifications

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

Responsibilities

• Greet guests on arrival and assist with check-in procedures.
• Provide accurate information about services, amenities and facilities.
• Coordinate logistics for special requests (transport, accommodations, catering).
• Solicit and document guest feedback to improve service.
• Assist in handling guest complaints and escalate when needed.
• Maintain records of guest interactions and prepare reports on satisfaction.
• Collaborate with internal teams to ensure seamless service delivery.

Skills

Customer service

Communication

Guest relations

Education

HSC / Diploma in Hospitality Management or related field

Job description

Team Member – Guest Relations Responsibilities

• 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
• Immigrations

Qualifications 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