Duty Manager – Guest Relations

About the Company

Adani Group is a diversified Indian conglomerate with 10 publicly traded companies. It leads in logistics and energy infrastructure development with operations spanning all over India. The group is headquartered in Ahmedabad, Gujarat, and maintains an infrastructure investment grade rating unique in India.

Adani Airports Holding Limited is revolutionizing the airport industry in India by creating technologically advanced and passenger-focused airports that foster regional growth and global connectivity. Their commitment is to service excellence, operational efficiency, and sustainability.

Job Purpose

The Duty Manager - Guest Relations is tasked with managing guest relations activities during assigned shifts, guaranteeing efficient service delivery. The role involves supervising team performance, addressing guest complaints immediately, and ensuring adherence to all processes and policies.

Key Responsibilities

• Build and maintain productive relationships with clients, government officials, and media through ongoing communication and meetings to enable collaboration.
• Ensure all guest relations personnel strictly follow company policies, service protocols, safety guidelines, and privacy regulations.
• Monitor guest service interactions for compliance with quality and procedural standards.
• Manage preparation, submission, and proper documentation of necessary permits and approvals, abiding by legal and organizational framework.
• Continuously track statutory clearances, cooperate with departments and agencies to uphold regulatory compliance without operational delays.
• Oversee the daily passenger service operations to ensure an exceptional experience, particularly for VIP and VVIP guests, maintaining high service quality.
• Handle crises promptly and professionally using established procedures to safeguard guest satisfaction and security.
• Identify and escalate situations requiring higher-level intervention to senior management or other units appropriately.
• Act as the main contact point during shifts for guest inquiries and concerns, coordinating with other departments for seamless service.
• Assign, supervise, and review guest relations staff duties; provide coaching and feedback to encourage continual development.
• Collect and analyze feedback from guests to identify service gaps and develop enhancement programs.

Collaborations

• Internal stakeholders: Guest Relations Lead, Security, Terminal Operations, Customer Service, Facilities, Commercial, Finance, Marketing and Communications, Legal and Compliance, General Aviation Terminal, Airside/AOCC/JCC, Pranaam Team, Landside Operations, GTB, Medical, Cargo, and Admin Teams.
• External stakeholders: VIPs, HNWIs, corporate clients, government representatives, airlines, airport authorities (ATC), regulatory agencies (BCAS, AAI, CISF), travel and tour agencies, ground handlers, customs, and immigration.

Qualification and Experience

Applicants should hold a Bachelor's or Master's degree in Hospitality Management, Business Administration, or a similar discipline. A minimum of 7 years of professional experience within hospitality, public relations, or luxury service sectors is required.