GUEST RELATIONS SUPERVISOR (AIRLINE LOUNGE)
Job Code: AVI - 778
Job Description
Title: Guest Relations Officer Location: Pan India Experience: 3 - 8 Years What You'll Do • Supervise lounge operations to ensure smooth functioning, proactive issue resolution, and cross-team coordination. • Drive standardization and consistency across multiple lounges aligned with brand standards. • Ensure adherence to service level agreements (SLAs) and standard operating procedures (SOPs). • Oversee continuous improvement initiatives including process enhancement, SOP upgrades, and automation. • Ensure lounge facilities are well-maintained, clean, and equipped with necessary amenities. • Collaborate with cross-functional teams (AOD, Cabin Crew, F&B, Branding) to enhance passenger experience. • Manage escalation matrices for timely resolution of passenger queries, feedback, and complaints. • Analyze customer insights and lounge performance data to provide actionable recommendations. • Supervise lounge staff to ensure high standards of customer service delivery. • Develop and implement voice-of-customer frameworks and feedback mechanisms. • Track lounge usage, customer satisfaction, and service trends through data analytics. • Prepare regular reports and presentations highlighting KPIs and improvement areas. • Handle VIP/VVIP passengers ensuring personalized and seamless service experience. • Ensure compliance with company policies, safety standards, and industry regulations. • Conduct regular audits and implement corrective actions to maintain service quality. • Coordinate with external vendors and partners to optimize service delivery. • Stay updated with industry trends in hospitality and lounge management. What You Need Experience • 3-8 years of experience in guest relations, hospitality, or airline lounge operations. • Experience in customer service management, lounge operations, or premium hospitality preferred. Skills • Strong understanding of customer experience and service excellence. • Ability to manage operations, audits, and process improvements. • Excellent communication and stakeholder management skills. • Data-driven mindset with ability to analyze performance metrics. • Strong problem-solving and escalation handling capabilities. • Ability to work in a dynamic, shift-based environment. Why Join Us • Exposure to premium lounge and hospitality operations. • Opportunity to work with cross-functional aviation and service teams. • Dynamic work environment with growth opportunities. • Stable full-time role in the aviation and hospitality sector. Note * Aviation Indeed does not charge any recruitment fees. Report suspicious activity at info@aviationindeed.com