Sr. Guest Relations Facilitator at GMR Group in Delhi, Delhi, IN

JOB PURPOSE

To facilitate hassle free passenger experience for all VVIP / VIP / CIP / Celebrities/ Government authorities who travel through RGIA. He / She will solely be responsible for the upkeep & monitoring of the reserved lounges/ Ceremonial lounges and other facilities used by VVIP /VIP/ CIP / Celebrities / Government authorities, who are eligible to avail special services/ courtesies.

Responsible to prepare & plan MIS with zero error for all BJPMC (Bureaucrats, Judiciary, politicians, media and Commercially important person). The role needs to be proactive in planning and arrangement of preferences, requirements of VIPs in terms of their movement in the terminal.

To Assist the shift manager in enhancing the brand perception of GMR by conducting show around for dignitaries. The role has to coordinate with multiple government stakeholders to ensure smooth & hassle free travel and there by enhance the passenger experience and outlook of dignitaries about the airport/ organization.

To take the responsibility of taking charge as a shift lead in their absence, and manage the operations.

ORGANISATION CHART

KEY ACCOUNTABILITIES

•VIP / CIP facilitation and smooth transit , (Guest Feedback,) •Monitoring VIP / Ceremonial lounges provided for guest facilitation., (Supervision on cleanliness / maintenance/ order inventory / stack inventory / Asset registers maintenance,) •Daily reports / MIS / Attendance (Preparing reports on time) •Desk Control (Coordinating with GOVT Protocol and MEA for VIP itinerary), (Ensure data backup and analyses day to date report Upload guest likes and dislikes, travel details etc. ,,) •Coordination with Porters and lounge attendance for smooth operation , (Guest Feedback)

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

•GOVT Protocols / MEA •Trendsetters •Sarvatra •Plaza Premium / Sai Florist •All Airlines

INTERNAL INTERACTIONS

Corporate Relations and allied departments HR DEPT / IT DEPT / FINANCE Procurement DIAL Pass section Time Management / Payroll / Corporate BHR

FINANCIAL DIMENSIONS

•Lounge Bills •Annual Budget

OTHER DIMENSIONS

•Panicker Travels 6 Drivers •Sarvatra 24 Lounge attendants •Trendsetters 45 Porters •Plaza premium 17 Staff •Sai Florist 02 Staff

EDUCATION QUALIFICATIONS

• BHMCT Bachelor Hotel Management and Catering Technology.
• Graduation diploma in Management or any
• Bachelors in Hospitality and Tourism

RELEVANT EXPERIENCE

Minimum 2-3 years of experience in aviation/ hotel/hospitality sector. Preferably Aviation industry background.

COMPETENCIES

• Execution & Results
• Teamwork & Interpersonal influence
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Personal Effectiveness
• Stakeholder Focus
• Networking
• Capability Building
• Strategic Orientation
• Social Awareness
• Entrepreneurship
• Safety and Security Awareness and Response (Practitioner)
• Digital Tools and Systems (Practitioner)
• Relationship Management (Practitioner)
• Complaint Management and Resolution Mechanism (Practitioner)
• Protocol and VIP/CIP Assistance and Facilitation Service (Practitioner)
• Emotional Intelligence and Discretion (Practitioner)
• Vendor Management (Practitioner)