Responsible for managing and ensuring seamless operations of Air India lounge, providing exceptional hospitality services to our valued passengers
Key Accountabilities
Lounge & Hospitality Management
Oversee & manage day-to-day operations of Air India Lounges at designated airports
Ensure adherence to service level agreements & standard operating procedures with lounge operators in alignment with Air India’s brand positioning & customer experience strategy.
Ensure that the lounge facilities are well-maintained, clean, and equipped with necessary amenities
Coordinate with various departments to ensure the timely availability of food, beverages, and other services to passengers.
Create & implement escalation matrices to ensure timely & substantiative resolution of passenger inquiries, feedback, and complaints in a professional and courteous manner.
Develop strategies to Create and maintain a welcoming and luxurious ambiance for passengers using the lounges.
Lead & Supervise lounge staff to ensure they provide excellent customer service to all guests.
Monitor and analyze customer feedback to identify areas of improvement in hospitality services.
Innovate customer feedback collection avenues & 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.
Identify opportunities for enhancing lounge services, customer experience, and operational efficiencies.
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.
Collaborate with various internal stakeholders, including AOD, Cabin Crew, and F&B teams, to ensure seamless coordination and service delivery.
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
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role.
Planning & coordination skills
Analytical skills
Customer centricity
Stakeholder Management
Key Performance Indicators
Customer Experience and Service Quality
Customer Satisfaction (CSAT) Score
Net Promoter Score (NPS)
Service Level Agreement (SLA) Compliance
Key Interfaces
Internal Interfaces
CX & AOD Teams
Collaborate with the customer experience team to align lounge and hospitality services with the overall customer journey and enhance passenger satisfaction
Work closely with the AOD team to ensure smooth passenger handling processes, including check-in, baggage handling, and boarding
Educational and Experience Requirements
Minimum Education Requirement
Bachelor's degree in Hospitality Management, Business Administration, or a related field
Minimum Requirement
Desired
Experience
5+ years of experience in lounge management, hospitality, or customer service roles in the airline or hospitality industry
7-10+ years of Experience in Customer Engagement / Customer Experience related projects
