Lead - Guest Relations

About the Business

Adani Group is a diversified Indian conglomerate with 10 listed companies and a strong footprint across logistics and utility infrastructure. Headquartered in Ahmedabad, Gujarat, the group has built a nationwide portfolio focused on large-scale infrastructure development and operating practices aligned with global benchmarks. It is also recognized as the only infrastructure investment-grade issuer in India with four IG-rated businesses.

Adani Airports Holding Limited is changing the way airports function by turning them into connected, innovative, and service-focused hubs. The organisation places strong emphasis on passenger experience, advanced technology, operational efficiency, and sustainable growth, with the aim of building world-class airports that support regional progress and global connectivity.

Job Purpose

The Lead - Guest Relations will oversee day-to-day guest relations activities, guide the team, and ensure every guest interaction is handled with professionalism, speed, and courtesy. The role also involves coaching team members, managing complex concerns, and supporting the Head of Guest Relations in maintaining and executing service standards.

Key Responsibilities

Work with senior leadership to shape and improve guest relations policies and SOPs so they support business objectives and reflect strong customer service standards.

Identify important customer segments and design focused approaches to improve customer value and engagement over time.

Manage daily guest relations operations at the site, making sure service delivery remains smooth and guest satisfaction stays high.

Oversee budgets, resources, and operational efficiency while ensuring adherence to all relevant laws and regulations.

Build and sustain strong working relationships with key clients, government officials, and media contacts, while also identifying new stakeholder relationships that can benefit the business.

Act as the main contact for external agencies and support timely, clear communication on projects and business initiatives.

Ensure exceptional travel experiences for VIP, VVIP, and other important guests by supervising service delivery and improving every guest touchpoint.

Support budget planning and monitoring by tracking spending, reviewing variances, and finding areas where efficiency can be improved.

Coordinate with departments and agencies for permits, approvals, and statutory clearances as required.

Address guest complaints promptly, escalate concerns when needed, and make sure all actions remain aligned with security requirements and guest safety.

Recruit, allocate, supervise, and review guest relations staff, while also leading mentoring, coaching, and training efforts.

Review team performance, provide constructive feedback, and drive ongoing improvement through structured development.

Implement feedback systems for VIP and VVIP guests, study feedback trends, and work with cross-functional teams to introduce service improvements.

Compare local guest relations practices with international benchmarks and recommend changes to close service gaps.

Partner with other functions to roll out best practices and strengthen overall guest relations performance.

Stakeholders

Internal: Head - 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, and Admin Team.

External: VIP and high-net-worth individuals, corporate clients, government officials, airlines, airport authorities (ATC), regulatory bodies such as BCAS, AAI, and CISF, travel agencies and tour operators, ground handling partners, and customs and immigration authorities.

Qualifications

A bachelor’s or master’s degree in Hospitality Management, Business Administration, or a related discipline is required.

The position calls for 15+ years of experience in hospitality, public relations, or the luxury service sector.

Additional Information

This is a full-time, onsite role based in the Greater Lucknow Area.