Guest Relations Officer

GUEST RELATIONS OFFICER- LOUNGES | MUMBAI / DELHI

Lead operational excellence across Air India Lounges by independently managing service delivery, resolving escalations, and ensuring an elevated and memorable hospitality experience for passengers. 

Key Accountabilities: Lounge & Hospitality Management

• Lead operational governance of lounges and ensure proactive issue resolution, continuous improvement, and cross-team coordination.

• Drive standardization and consistency of lounge operations across multiple lounges, ensuring alignment to brand and lounge standards.

• Ensure adherence to service level agreements and standard operating procedures with lounge operators in alignment with Air India’s brand positioning and customer experience strategy.

• Own and lead continuous improvement projects related to lounge operations, including process design, SOP enhancement, and automation opportunities.

• Ensure that lounge facilities are well-maintained, clean, and equipped with necessary amenities.

• Influence and collaborate with cross-functional leaders (AOD, Cabin Crew, F&B Procurement, Branding) to drive key decisions impacting passenger experience.

• Create and implement escalation matrices to ensure timely and substantive resolution of passenger inquiries, feedback, and complaints in a professional and courteous manner.

• Translate customer insights and lounge performance data into actionable business recommendations for senior leadership.

• Lead and supervise lounge staff to ensure they provide excellent customer service to all guests.

• Establish a structured voice-of-customer framework, derive insights, and present improvement recommendations to leadership.

• Innovate customer feedback collection avenues and utilize data analytics to track and analyze lounge usage, customer satisfaction, and service trends.

• Institutionalize regular reporting and presentations for management, highlighting key performance indicators and improvement areas.

• Serve as the primary representative for VIP and VVIP passengers, ensuring personalized attention, discretion, and flawless service delivery during their lounge experience.

• Ensure compliance with company policies, safety regulations, and industry standards in lounge operations.

• Conduct regular audits to assess the quality of services provided and implement corrective actions where necessary.

• Liaise with external vendors and partners to optimize service levels and explore new opportunities for partnership.

• Stay updated with industry trends and best practices in lounge and hospitality management.

Minimum Education Requirement

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field

Experience

• Minimum Requirement: 1- 5 years of experience in lounge management, hospitality, or customer service roles in the airline or hospitality industry