Position Title: Guest Relations Executive

Department: Guest Experience / Lounge Operations

Work Location: BASL Lounges, Bengaluru Airport

JOB SUMMARY

Responsible for delivering warm, personalized, and exceptional guest service throughout the guest journey. The role will focus on building strong guest relationships, anticipating guest needs, handling feedback and service recovery, and creating memorable WOW experiences that reflect the standards of luxury hospitality.

KEY DUTIES & RESPONSIBILITIES

1. Guest Relations & Experience

- Welcome and acknowledge guests with warmth, professionalism, and genuine hospitality.
- Build strong rapport with guests and ensure they feel valued and well cared for.
- Proactively understand and anticipate guest needs, preferences, and expectations.
- Provide personalized assistance and ensure a smooth and comfortable guest journey.
- Maintain a visible and approachable presence within the lounge.
- Deliver service in line with luxury hotel and premium hospitality standards.

2. Guest Engagement & Personalization

- Engage with guests proactively and create meaningful interactions while respecting their privacy.
- Recognize VIPs, frequent guests, special occasions, and specific guest requirements.
- Remember and appropriately use guest preferences to provide personalized service.
- Coordinate with relevant departments to fulfill special guest requests.
- Build lasting relationships with regular and high-value guests.

3. WOW Experience & Service Excellence

- Go beyond standard service expectations to create memorable guest experiences and WOW moments.
- Identify opportunities to surprise and delight guests through thoughtful and personalized gestures.
- Create and document exceptional guest WOW stories and share them with the management team.




- Continuously look for innovative ways to enhance the guest experience.
- Ensure every guest interaction reflects warmth, attention to detail, elegance, and genuine care.

4. Guest Complaints & Service Recovery

- Handle guest complaints, concerns, and feedback with empathy, patience, and professionalism.
- Take ownership of guest issues and coordinate with relevant teams for prompt resolution.
- Apply effective service recovery techniques to convert challenging situations into positive experiences.
- Follow up with guests to ensure satisfactory resolution.
- Record and communicate significant complaints, feedback, and service recovery cases to the concerned manager.

5. Lounge & Airport Assistance

- Assist guests with lounge facilities, amenities, F&B; services, seating, Wi-Fi, flight information, and other available services.
- Provide accurate information regarding airport facilities, terminals, gates, and other passenger requirements.
- Coordinate with F&B;, Housekeeping, Operations, Security, and other departments to ensure seamless guest service.
- Provide personalized assistance to VIP, VVIP, corporate, and priority guests.
- Ensure smooth coordination for guests requiring special assistance.

6. Guest Feedback & Continuous Improvement

- Proactively seek guest feedback and understand satisfaction levels.
- Identify recurring guest concerns and service gaps and communicate them to management.




- Share guest preferences and insights with the team to improve service delivery.
- Participate in guest experience initiatives and service improvement programs.
- Contribute ideas to improve personalization, service quality, and overall guest satisfaction.

7. Service Standards & Grooming

- Maintain impeccable grooming, skilled appearance, body language, and hospitality etiquette.
- Demonstrate excellent communication and interpersonal skills in every guest interaction.
- Consistently follow BASLs guest experience and service standards.
- Maintain a clean, organized, and welcoming guest-facing environment.
- Ensure compliance with airport security, safety, and operational requirements.

JOB REQUIREMENTS

- Diploma / Bachelors Degree in Hotel Management, Hospitality, Aviation, or a related field.
- 2–5 years of experience in Guest Relations, Guest Experience, Front Office, Concierge, or similar customer-facing roles.
- Luxury hotel experience is highly preferred, especially in Guest Relations, Front Office, or Concierge.
- Experience in luxury hospitality, premium lounges, airport hospitality, or high-end customer service will be an advantage.
- Strong understanding of luxury service, guest engagement, personalization, and service recovery.
- Excellent communication, interpersonal, and guest-handling skills.
- Pleasant personality with excellent grooming and professional etiquette.
- Strong ability to anticipate guest needs and consistently exceed guest expectations.
- Passion for creating memorable experiences and delivering WOW moments and service stories.
- Ability to work effectively in a fast-paced 24/7 airport environment, including rotational shifts, weekends, and public holidays.

📌 Guest Relations Executive (Bengaluru)
🏢 Bengaluru Airport Services Limited (BASL)
📍 Bengaluru