Complete Job Description (JD) for an On-Ground Support Executive in a ONS Travels, Destination Management Company (DMC) within the travel & tourism industry (India-specific) .

Job Description: On-Ground Support Executive (Destination Management Company)

Job Title :On-Ground Support Executive / Airport Representative / Ground Operations Executive

Department :Operations / Ground Handling

Location: HO, New Delhi

Reporting To :Operations Manager / Destination Manager

Position Summary

The On-Ground Support Executive is responsible for providing seamless assistance to arriving and departing tourists, ensuring smooth coordination between the airport, transport vendors, hotels, tour guides, and the DMC operations team. The role ensures high-quality service delivery, safety, and customer satisfaction for all guests.

Key Responsibilities

1. Guest Handling & Airport Assistance

- Meet & greet guests at airport arrival halls with proper signage.
- Assist guests with immigration, baggage collection, and airport formalities.
- Coordinate airport transfers and ensure vehicles arrive on time.
- Manage guest movement during group arrivals, departures, and VIP visits.

2. Hotel Coordination

- Assist with smooth check-in/check-out process.
- Confirm room allocations and special requirements (early check-in, adjoining rooms, meal plans, amenities).
- Handle last-minute requests and resolve hotel-related issues on the spot.

3. Transport & Vendor Coordination

- Coordinate with transport companies for timely vehicle deployment.
- Share real-time updates on delays, guest changes, or special needs.
- Ensure driver behavior, vehicle condition, and itinerary adherence.

4. Tour Operations Support

- Coordinate sightseeing tours and hand over vouchers to guides/drivers.
- Monitor day-to-day itinerary execution and resolve operational problems.
- Ensure safety, punctuality, and guest satisfaction throughout the tour.

5.



Guest Service & Issue Resolution

- Handle guest complaints, escalations, and unexpected situations professionally.
- Provide on-ground guidance, local information, and emergency support.
- Maintain 24×7 availability on rotation as per company duty roster. (If needed, can integrate your 24x7 clause.)

6. Documentation & Reporting

- Maintain arrival/departure reports, transport logs, MIS updates, and daily operation sheets.
- Collect guest feedback and incident reports.
- Submit expense claims and vendor acknowledgment slips.

Required Skills & Competencies

- Excellent communication skills (English + local language).
- Customer-centric attitude and strong hospitality behavior.
- Ability to work under pressure and manage crowds.
- Knowledge of airports, hotels, local sightseeing, and vendor networks.
- Problem-solving skills and quick decision-making ability.
- Professional grooming and punctuality.

Qualifications

- Minimum: Graduate in any stream (Hospitality/Tourism preferred).
- Experience: 1-3 years in DMC, travel agency, airline, hotel, or similar ground operations.
- Freshers with strong communication skills may be considered.

Work Conditions

- Field job involving airport visits, hotel interactions, and city travel.
- Shift-based schedule with rotational weekly offs.
- Duty hours may extend during peak season or group movements.
- Must be available on phone during active guest operations.

Key Performance Indicators (KPIs)

- On-time guest handling
- Accuracy of reports
- Guest satisfaction scores
- Zero complaint handling
- Vendor coordination efficiency
- Compliance with SOPs and safety guidelines

Summary

This role ensures a high-quality guest experience from arrival to departure by providing effective on-ground assistance, coordination, and crisis management. It directly represents the professionalism and reliability of the DMC.

Pay: ₹15,000.00 - ₹20,000.00 per month

Work Location: In person

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