Assistant Manager-Guest Relations

Responsibilities

• Guest Facilitation:
• Coordinate all arrival and departure activities for VVIPs, VIPs, and CIPs ensuring they have an outstanding travel experience.
• Ensure seamless movement and logistics for these guests, including transportation arrangements and security protocols.
• Information Dissemination and Guidance:
• Oversee guest movements through the airport, collaborating with internal teams for smooth operations and tracking guest preferences via management systems.
• Assist guests by providing directions and answering queries related to services and facilities.
• Offer expert advice on airport services, including transportation, and customs procedures.
• Continuous Improvement:
• Actively participate in initiatives aimed at improving service delivery and guest relations at CSIA.
• Gather guest feedback to identify areas for improvement and share insights with management for service enhancement.
• Crisis Management:
• Assist in managing guest-related incidents during crises by providing clear, calm information and directions to guests. Follow established protocols to ensure guest safety and escalate any critical issues to supervisors promptly, supporting the team in maintaining a safe and controlled environment.
• Smooth Passenger Movement:
• Manage the flow of passengers during peak times, special events, and interconnecting flights, ensuring that VIPs and CIPs experience minimal delays.
• Coordinate with airport security and other departments to facilitate efficient and secure passenger movement.
• Data Reporting and Generation:
• Ensure timely and accurate collection, analysis, and reporting of guest feedback and service performance data. Prepare detailed reports that highlight trends, areas for improvement, and key performance metrics, presenting them to senior management for decision-making and continuous service enhancement.