Guest Relations Officer

Job Purpose

Responsible for seamless lounge operations, delivering exceptional hospitality experiences, maintaining service standards, resolving guest concerns, and ensuring operational excellence in Air India Lounges.

Key Responsibilities

• Manage daily lounge operations at assigned airports.
• Ensure compliance with SLAs, SOPs, safety requirements, and Air India service standards.
• Maintain lounge ambience, cleanliness, facilities, and amenities.
• Coordinate food, beverage, and guest services with internal teams and partners.
• Handle passenger queries, feedback, complaints, and escalations professionally.
• Deliver a premium customer experience aligned with Air India’s brand positioning.
• Supervise lounge staff and service partners to ensure service excellence.
• Track customer feedback and implement service improvements.
• Analyze lounge usage, satisfaction trends, and operational data.
• Prepare performance reports and management presentations.
• Identify opportunities to improve customer experience and efficiency.
• Conduct audits and implement corrective actions.
• Coordinate with CX, AOD, Cabin Crew, F&B, airport stakeholders, and vendors for seamless service delivery.
• Manage vendor relationships and monitor service quality.
• Stay updated on hospitality and aviation lounge trends.

Additional responsibilities may be assigned based on business requirements.

Skills Required

• Customer Centricity
• Planning & Coordination
• Analytical & Problem-Solving Skills
• Stakeholder Management
• Communication & Interpersonal Skills
• Service Recovery & Operational Excellence

Key Performance Indicators

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• SLA Compliance
• Complaint Resolution Effectiveness
• Service Quality & Audit Scores
• Operational Efficiency Metrics

Key Interfaces

Customer Experience (CX): Align lounge services with the customer journey and support service enhancement initiatives.

Airport Operations Duty (AOD): Coordinate passenger handling, boarding, and operational requirements.

Other Stakeholders: Cabin Crew, F&B teams, Ground Handling Partners, Airport Authorities, Lounge Operators, and Vendors.

Ensure grooming, service standards, and reporting requirements are consistently maintained.

Education & Experience

Education: Bachelor's Degree in Hospitality Management, Business Administration, Aviation, Hotel Management, or a related field.

Experience:
Minimum 2+ years in hospitality, lounge operations, aviation, customer service, or related industries.
Preferred 2-5 years in Customer Experience, Customer Engagement, Service Excellence, or Hospitality Operations. Experience in airlines, airports, lounges, or premium hospitality environments is preferred.