Manager - Guest Relations

Management of Day-to-day operations & to consistently provide expeditious, caring and friendly environment to VVIPs / VIPs / CIPs through Passenger Terminal Building in T1 & T2 and VIP Terminal at KIAB.

Accountabilities & Major Activities

Review of Operations of Previous Day

Review records / logs / reports / mails of previous day operations.

Identify deviations and initiate corrective action.

Instruct the team on the next course of action.

Liaise with concerned departments for corrective action.

Prioritize and address escalated issues from Customers / Stakeholders / Team Members.

Communicate action plan regarding complaints to Customers / Stakeholders / Team Members and HOD.

Follow up on unresolved issues with relevant stakeholders / HOD regarding GR Operations or Infrastructure.

Plan Operations for Short-Term Operational Planning

Plan a system for recording events and highlighting operational issues to the Team Lead.

Plan protocol arrangements for VVIPs / VIPs.

Plan, coordinate, and execute planned / unplanned events / facilitation with internal & external agencies.

Execute processes to manage operational continuity at KIAB.

Ensure operational activities in lounges & VIP Terminal are recorded and maintained for future requirements.

Prepare SOP / Manual

Frame, review, and update SOPs and guidelines for Guest Relations operations.

Plan, execute, and review agreed processes.

Plan and execute processes for contingency management.

Identify process flaws and amend guidelines accordingly.

Admin Function Supporting Real-Time Operations

Ensure upkeep of infrastructure and consumables to meet VVIP standards.

Maintain coordination with Govt. Agencies, Concessioners, State Protocol Dept., MEA, Govt. of India, major industries, and industry bodies.

Coordinate with high officials of State and Central Government.

Maintain coordination with High Commissions / Trade Commissions in Bengaluru.

Represent in advance protocol coordination with BCAS, MOCA, MEA, MOD, and MHA for VVIP movements.

Assist Senior Management in enhancing operational performance.

Provide adequate resources to the Team as per guidelines.

Coordinate with Admin for team-related activities.

Coordinate contractual / procurement requirements with Operation Support by providing required information.

Team Environment Management

Manage team 24 / 7 with manpower allocation and shift roster.

Identify and execute Training Needs Analysis for the GR team.

Manage leave and roster in line with organizational policy and departmental metrics.

Conduct regular interactions with team members, consolidate feedback, and initiate corrective action / escalation.

Utilize organizational programs like R&R to motivate and recognize team performance.

Complete performance appraisals, goal setting, and HR-related activities on time.

Initiate resource replacement in case of resignations.

Handle recruitment, induction, training, retention, and counseling as per operational requirements.

Plan cultural / social team events with Operations Support.

Ensure Business Continuity Plan (BCP) preparedness in case of incidents.

Train team for handling emergency situations in lounges.