•Ensure effective management of Atithya operations as per the laid down process

•Team handling Preparation of employee rosters, regular assessment of staff skills levels, provide necessary training and development to maintain desired service levels.

•Map the customer journey and identify prospects to proactively intervene on the clients behalf

•Ensure that all service requests are completed in a timely manner and at desired service levels.

•Ensure for the proper handover and takeover of the shift.

•Ensure allocation of available resources in a timely and cost-effective manner.

•Generate and update MIS on Welcome & Assist services – requests, services levels etc.

•Ensure implementation of a solid relationship management program with all stakeholders – airport(s), airline(s), Customer(s), Customs, CISF, Immigrations, BCAS etc.

•Responsible for the allocation of the Associates/Supervisors on shift,



also to provide fair numbers of services as per the booking for the day.

•Conduct regular quality audits and to ensure zero non-compliance of process

•Initiate a process for gathering passenger feedback and ensure that feedback captured is processed with the aim of enhancement of existing service.

•Improve customer service quality levels by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes in current process.

•Management of facilities and services at Encalm Lounges as may be required from time to time.

Meets customer service financial objectives by forecasting requirements, preparing budget, scheduling expenditures, analyzing variances, and initiating corrective actions.

📌 Assistant Manager New Delhi (India)
🏢 Encalm Hospitality
📍 India