GMR Group Looking For Associate Manager – Aerocity Guest & Customer Relations – 11633 at Delhi, Full Time

To facilitate hassle free passenger experience for all VVIP / VIP / CIP / Celebrities/ Government authorities who travel through RGIA. Enhancing the brand perception of GMR by planning show rounds for dignitaries. The role has to cordinate with multiple government stakeholders to ensure smooth & hassle free travel and there by enhance the passenger experience and outlook of dignitaries about the airport.

To drive superior brand perception of GMR Aerocity by:

• Lead the setting-up of the Customer Service Function for Aerocity, which includes developing processes, selecting resources, and choosing third-party vendors for physical, telephonic, and digital support at concierge desks and call centers to address the queries, general information, and complaints of Aerocity visitors
• Drive the customer interface for Aerocity Loyalty Program and ensuring delivery of associated loyalty program benefits to subscribers.
• Responsible for the customer service function to ensure a seamless and hassle-free experience for all VVIP/VIP/CIP/Celebrities/ Govt. authorities and Key GMR Personnel who visit GMR Aerocity and Airport facilitation.

Advocate & ensure consistent GMR brand communication by 3rd party front-line team/ protocol officers deployed at GMR Square

ORGANISATION CHART

This position reports to GM Leasing.

Key Accountabilities

• Leading the Customer Service Function for Aerocity including setting up of processes, selection of resources and 3rd party vendors for Physical, Telephonic & Digital Concierge desks/ Call-Center to address queries/ general information/ complaints of Aerocity Visitors

Lead, mentor, and develop a team of customer service representatives

Time to set-up the Customer Service Function

Number of Queries/ interactions/ engagements and Satisfaction Level

Drive the Aerocity Loyalty Program and ensuring delivery of associated loyalty program benefits to subscribers

EXTERNAL INTERACTIONS

Call Center / WhatsApp Agency

Loyalty Program Agency

Marketing Consultants/Agencies and their 3rd party front-line teams/ protocol officers

INTERNAL INTERACTIONS

Aerocity Marketing and Communications

Airport Guest Relations Team

Coordination with CR, GCMO/ BCMO’s/ and secretariats of other CEO’s/ CXO’s of GMR group companies

FINANCIAL DIMENSIONS

Average Visitors per Month – Aerocity: Approx. 7 – 9 lacs currently to 27 lacs over period of 5 years

Average Visitors per Month – GMR Square: Approx. 50k – 75k

Loyalty Program Members: Approx. 1 lakh customer (over a period of 2 year) and 4/5 lacs over period of 5 years

VIP/ CIP Movements: 40 – 60 monthly

Other Dimensions

This role acts as the lead in charge / process-owner for Customer & Guest relations function and will further delegate tasks to other shift-executives when and where required.

Education Qualifications

• BHMCT Bachelor Hotel Management and Catering Technology / Graduate with above 10 years of hospitality experience
• Graduation diploma in Management or any
• Bachelors in Hospitality and Tourism

Aviation Management

Relevant Experience

Minimum 10 years of experience in aviation/ hotel/hospitality sector. Preferably hospitality/ airlines background with guests/ passenger service exposure

COMPETENCIES

• Personal Effectiveness
• Social Awareness
• Entrepreneurship
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Capability Building
• Strategic Orientation
• Stakeholder Focus
• Networking
• Execution & Results
• Teamwork & Interpersonal influence