- Supervise and manage daily operations of the Pranaam services during assigned shifts, ensuring adherence to Standard Operating Procedures (SOPs) and regulatory requirements ensuring high-quality service delivery and guest satisfaction.
- Ensure optimal allocation of staff and resources to maintain service efficiency and high standards of customer care.
Customer Experience Management:
- Ensure a high-quality guest experience by addressing customer needs promptly, handling queries, and resolving any service-related issues or complaints during the shift.
- Conduct regular checks and inspections to ensure service consistency and compliance with established quality standards.
- Gather guest feedback during the shift to identify areas for improvement and report insights to the management team.
Team Supervision and Development:
- Lead, guide, and motivate the frontline team members to deliver exceptional guest services and maintain a positive work workplace.
- Conduct daily briefings to communicate shift objectives, allocate duties, and reinforce service standards.
- Monitor staff performance and provide feedback, conducting regular performance evaluations to ensure continuous improvement.
Issue Resolution:
- Address operational issues and resolve them promptly, maintaining a proactive approach to problem-solving.
- Respond effectively to emergencies, operational disruptions, or guest complaints, ensuring minimal impact on service quality.
- Report all incidents and actions taken to the management team for further analysis and improvement.
Record Keeping:
- Maintain accurate shift records and reports, facilitating communication between different shifts and management.
- Facilitate communication between different shifts and management by maintaining accurate shift records and reports.
- Prepare shift reports and provide detailed handovers to incoming shift in-charges to ensure continuity of service.
Support in Digital Initiatives:
- Promote the use of digital tools such as the Pranaam App among guests and team members to enhance service efficiency.
- Assist in implementing digital initiatives aimed at improving guest experience and streamlining operations during the shift."
"Internal Stakeholders:
- Operations Lead - Pranaam
- Frontline Team
- Commercial Team
- Finance Team
- BD & Marketing Team
- Human Resources
- IT Team
- Security Team
External Stakeholders:
- Concessionaires
- Airlines
- Ground Handlers
- Marketing Agencies
- Social Media
- Passengers
- Customs, Immigration, BCAS, AAI, CISF etc "
Qualifications
Education Qualification:
- Bachelor’s in hospitality management, Business Administration, or related field.
Work Experience:
- 6 - 9 years in hospitality or customer service management, especially in airport or travel-related services.