As a Senior Officer - Customer Service (Hospitality Audit & Enforcement), you will be responsible for ensuring the implementation and maintenance of high hospitality standards across all BKJ Airport locations. Working from the headquarters, you will travel periodically to conduct audits, evaluate customer service practices, and implement enhancements aligned with luxury hospitality standards.

Key Responsibilities

Hospitality Audits and Standards Enforcement:

• Conduct periodic audits at various airport locations to evaluate customer service quality.

• Ensure adherence to service standards inspired by luxury hospitality practices (e.g., Taj, Oberoi).

• Identify gaps in service delivery and recommend actionable improvements.

Implementation of Best Practices:

• Develop and enforce standard operating procedures (SOPs) for customer service and hospitality.

• Provide guidance and feedback to local teams to align practices with organizational standards.

• Monitor the execution of customer delight initiatives and ensure consistency across locations.

Training and Mentorship:





• Collaborate with the Learning & Development team to design and deliver training sessions for on-ground hospitality staff.

• Act as a mentor to local customer service teams, fostering a culture of service excellence.

• Share insights from audits and recommend training needs for specific locations.

Reporting and Analysis:

• Prepare detailed reports on audit findings, including performance metrics, observations, and recommendations.

• Analyze trends in customer feedback and identify opportunities for improvement.

• Share monthly updates with the leadership team on service quality and enhancement plans.

Travel and Coordination:

• Travel for approximately one week each month to visit operational locations for audits and inspections.

• Coordinate with local teams and department heads to ensure smooth implementation of recommendations.

Requirements
Requirements

Educational Qualifications

📌 Senior Officer (Jaipur)
🏢 BKJ Airports
📍 Jaipur