Head - Guest Relations

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        "Skill": "Guest Feedback Systems",
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        "Skill": "Guest Service Excellence",
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    "ExternalResponsibilitiesStr": "<p><strong>Policy Development and Implementation:</strong></p>\n<p>Collaborate with senior management to develop and refine guest relations policies and SOPs that align with organizational goals.</p>\n<p>Identify and prioritize key customer segments and develop targeted strategies to increase customer lifetime value. Ensure that policies reflect best practices in customer service and industry standards.</p>\n<p><strong>Operational Management:</strong></p>\n<p>Oversee the daily guest relations operations at the asset and ensure smooth service delivery. Monitor service efficiency and guest satisfaction.</p>\n<p>Manage budgets, resources, and ensure efficient operations. Ensure compliance with all applicable laws and regulations.</p>\n<p><strong>Establish and Maintain Relationships:</strong></p>\n<p>Develop and maintain effective working relationships with key clients, local and central government officials, and media representatives.</p>\n<p>Identify opportunities to expand the company's network and build new relationships with influential stakeholders.</p>\n<p><strong>External Communication:</strong></p>\n<p>Serve as the primary point of contact for external agencies, ensuring timely and effective communication.</p>\n<p>Facilitate communication between the company and external stakeholders, including updates on projects and initiatives.</p>\n<p><strong>Passenger Experience:</strong></p>\n<p>Ensure and supervise the activities related to outstanding passenger travel experience for VIPs &amp; VVIPs, and all key guests.</p>\n<p>Develop and implement strategies to enhance the overall passenger experience, ensuring that all interactions are positive and memorable.</p>\n<p><strong>Budget Management:</strong></p>\n<p>Assist in managing the guest relations budget, ensuring resources are allocated effectively.</p>\n<p>Monitor and track budget performance, analyzing variances and identifying areas for improvement.</p>\n<p><strong>Statutory Clearances and Crisis Management:</strong></p>\n<p>Coordinate with various departments/agencies for permits, statutory clearances, and approvals wherever needed.</p>\n<p>Proactively address guest complaints, ensuring timely resolution, and escalate issues to the appropriate departments when necessary, all while adhering to security protocols to maintain a safe environment for guests.</p>\n<p><strong>Team Leadership and Development:</strong></p>\n<p>Recruit guest relations staff, assign, supervise, and review the activities of guest relations staff.</p>\n<p>Provide leadership, mentoring, and training to the team. Evaluate performance and provide feedback for continuous improvement.</p>\n<p><strong>Continuous Improvement:</strong></p>\n<p>Oversee the implementation of feedback collection systems for VIP/VVIP guests. Analyze feedback data to identify trends and areas for improvement. Collaborate with cross-functional teams to implement service enhancements. Benchmark local guest relations practices against global standards to identify gaps and make recommendations for improvement.</p>\n<p>Collaborate with other departments to implement improvements and best practices in guest relations.</p>\n<p>&nbsp;</p>\n<p><strong>Key Stakeholders - Internal:</strong></p>\n<p>Head - Guest Relations</p>\n<p>Security Department</p>\n<p>Terminal Ops Team</p>\n<p>Customer Service Team</p>\n<p>Facilities Team</p>\n<p>Commercial Department</p>\n<p>Finance</p>\n<p>Marketing and Communications</p>\n<p>Legal and Compliance</p>\n<p>General Aviation Terminal</p>\n<p>Airside / AOCC/ JCC</p>\n<p>Pranaam Team</p>\n<p>Landside Operations</p>\n<p>GTB</p>\n<p>Medical Team</p>\n<p>Cargo Team</p>\n<p>Admin Team</p>\n<p><strong>Key Stakeholders - External:</strong></p>\n<p>VIP and High-Net-Worth Individuals</p>\n<p>Corporate Clients</p>\n<p>Government Officials</p>\n<p>Airlines</p>\n<p>Airport Authorities (ATC)</p>\n<p>Regulatory Bodies (e.g., BCAS, AAI, CISF)</p>\n<p>Travel Agencies and Tour Operators</p>\n<p>Ground Handling Partners</p>\n<p>Customs and Immigrations</p>",
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