Supervisor - Guest Relations

Adani Transmission (ATL); Lucknow; On-site; INR 250,000 - 400,000; Full time

Job summary

Adani Airports Holding Limited seeks a Guest Relations Team Member to deliver high-quality guest support at the airport venue. You will greet guests, assist with check-in, and provide clear information about services and facilities.

You will coordinate special requests, liaise with multiple departments, monitor satisfaction, and help manage issues calmly, ensuring a positive guest experience.

Qualifications

• HSc or diploma in hospitality or related field.
• 1-2 years of experience in the aviation industry.
• Strong communication and guest-service skills.

Responsibilities

• Welcome guests on arrival with a warm, professional greeting.
• Assist guests with check-in procedures for a smooth experience.
• Provide information on services and facilities available at the venue.
• Coordinate logistics for special requests like transport and catering.
• Monitor guest satisfaction and document feedback for action.
• Support crisis handling and escalate issues to senior staff.
• Maintain accurate records of guest interactions and reporting.

Skills

Guest relations

Customer service

Communication

Problem solving

Education

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

Job description

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.

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

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