Supervisor - Guest Relations

About the Business

Adani Group is a leading Indian conglomerate with diversified interests in logistics and utilities, comprising 10 publicly listed companies headquartered in Ahmedabad, Gujarat. Renowned for its large scale infrastructure development with global-standard operations and maintenance, Adani Group holds the distinction of being India's only infrastructure investment grade issuer.

Adani Airports Holding Limited is revolutionizing aviation by transforming airports into centers of connectivity, innovation, and exceptional service. Their mission focuses on enhancing passenger experiences using advanced technology and operational excellence, aiming to develop world-class airports that foster regional growth and global links, while emphasizing sustainable development and community well-being.

Job Purpose

The role of Team Member - Guest Relations entails delivering exemplary support and assistance to airport guests, ensuring their requests are handled swiftly and effectively to improve overall satisfaction.

Key Responsibilities

• Warmly welcome guests upon arrival to create an excellent first impression.
• Assist guests smoothly through check-in procedures, facilitating efficiency.
• Provide clear and accurate details regarding services, amenities, and facilities.
• Promptly address and resolve guest questions, concerns, and issues with appropriate solutions.
• Coordinate arrangements for special guest needs, including transportation, accommodation, and event catering logistics.
• Work in unison with internal departments to guarantee seamless guest service delivery.
• Gather guest feedback proactively to assess satisfaction and identify improvement areas.
• Document guest comments and suggestions for managerial review.
• Support crisis management by handling complaints professionally and escalating as needed.
• Maintain composure under pressure, ensuring guests feel valued and assisted.
• Keep systematic records of guest interactions, service feedback, and operational reports.
• Prepare comprehensive reports on guest satisfaction and service efficiency for management evaluation.
• Collaborate with colleagues to promote a team-oriented atmosphere, sharing insights and strategies.
• Engage in regular team meetings focused on enhancing guest experiences through feedback and problem-solving discussions.

Key Internal Stakeholders

• Duty Manager - 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

• VIP and High-Net-Worth Individuals
• Corporate Clients
• Government Officials
• Airlines
• Airport Authorities (ATC)
• Regulatory Bodies (e.g., BCAS, AAI, CISF)
• Travel Agencies and Tour Operators
• Ground Handling Partners
• Customs and Immigration Authorities

Qualifications and Experience

• Education: Higher Secondary Certificate (HSc), Diploma, or equivalent in Hospitality Management, Customer Service, or related discipline.
• Experience: 1 to 2 years working in the aviation sector.