Supervisor - Guest Relations

Purpose/Objective

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.

Key Responsibilities of Role

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

Technical Competencies

Conflict Resolution-AAHL,Crisis Management-AAHL,Documentation and Reporting-AAHL,Guest Feedback Systems-AAHL,Guest Logistics Management-AAHL,Guest Service Excellence-AAHL,Regulatory Compliance-AAHL

Qualifications and 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