Head - Guest Relations

Role Overview

The Head of Guest Relations will lead the guest experience function for the asset, shaping service standards, managing key stakeholder relationships, and ensuring exceptional experiences for VIP, VVIP, and other important guests. This position calls for strong operational leadership, cross-functional coordination, and a deep focus on service quality, compliance, and continuous improvement.

Policy Design and Process Governance

You will work with senior leaders to create, update, and strengthen guest relations policies and SOPs so they support business goals and reflect recognized service practices. The role also involves identifying important customer groups and building focused strategies to improve long-term guest value.

Operational Oversight

Day-to-day guest relations activities at the asset will be under your supervision. You will monitor service delivery, guest satisfaction, budget usage, resource deployment, and adherence to applicable legal and regulatory requirements.

Stakeholder and External Relationship Management

This role requires building strong working connections with clients, government representatives, media contacts, and other influential stakeholders. You will serve as the main contact point for outside agencies and help ensure clear and timely exchange of information on projects and initiatives.

Passenger Experience

You will oversee initiatives that create a premium travel experience for VIPs, VVIPs, and key guests. The expectation is to design and execute improvements that make every interaction smooth, memorable, and service-oriented.

Budget and Resource Management

The position includes support in managing the guest relations budget, tracking spending, reviewing variances, and identifying ways to use resources more effectively.

Approvals, Clearances, and Issue Resolution

You will coordinate with multiple departments and agencies to obtain permits, statutory approvals, and clearances when needed. The role also includes resolving guest complaints quickly, escalating issues appropriately, and ensuring security procedures are always followed.

Team Leadership

You will recruit, assign work to, supervise, and review guest relations staff. In addition, the role includes coaching the team, providing training, assessing performance, and supporting ongoing development.

Service Enhancement and Continuous Improvement

You will oversee feedback mechanisms for VIP and VVIP guests, study the data for patterns, and work with cross-functional teams to introduce service improvements. The role also requires comparing local practices with global benchmarks and recommending actions to close service gaps.

Key Internal Stakeholders

• Head - Guest Relations
• Security Department
• Terminal Operations 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
• Admin Team

Key External Stakeholders

• VIPs and high-net-worth individuals
• Corporate clients
• Government officials
• Airlines
• Airport authorities and ATC
• Regulatory bodies such as BCAS, AAI, and CISF
• Travel agencies and tour operators
• Ground handling partners
• Customs and immigration authorities

Qualification and Experience

A bachelor’s or master’s degree in Hospitality Management, Business Administration, or a related discipline is required. The ideal candidate should bring 15 or more years of experience in hospitality, public relations, or luxury services.