Supervisor - Guest Relations

Adani Airport Holdings Ltd; Lucknow; On-site; INR 300,000 - 450,000; Full time

Job summary

Adani Airports Holding Limited is seeking a Team Member - Guest Relations to deliver high-quality guest assistance and support at the aviation terminal. You will handle inquiries, provide information, and resolve issues to enhance the guest experience on a day-to-day basis.

The role involves welcoming guests, facilitating check-in, coordinating services for events, and actively seeking guest feedback to drive service improvements. A customer-service mindset and aviation exposure are valued.

Qualifications

• HSc / Diploma or equivalent in hospitality or customer service.
• 1-2 years of experience in aviation.

Responsibilities

• Welcome guests on arrival and provide a warm, professional greeting.
• Assist guests with check-in procedures to ensure a smooth process.
• Provide information about venue services and facilities.
• Coordinate special requests (transport, accommodation, catering) for events.
• Monitor guest satisfaction and document feedback.
• Assist in managing guest complaints and escalate when needed.
• Maintain records of guest interactions and prepare service reports.
• Collaborate with internal teams to deliver seamless guest services.

Education

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

Job description

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.

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 and 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