Guest Relations Officer Job Details | Air India Careers

Description

Job Purpose

Responsible for seamless lounge operations, delivering exceptional hospitality experiences, maintaining service standards, resolving guest concerns, and ensuring operational excellence in Air India Lounges.

Key Responsibilities

Manage daily lounge operations at assigned airports. Ensure compliance with SLAs, SOPs, safety requirements, and Air India service standards. Maintain lounge ambience, cleanliness, facilities, and amenities. Coordinate food, beverage, and guest services with internal teams and partners. Handle passenger queries, feedback, complaints, and escalations professionally. Deliver a premium customer experience aligned with Air India’s brand positioning. Supervise lounge staff and service partners to ensure service excellence. Track customer feedback and implement service improvements. Analyze lounge usage, satisfaction trends, and operational data. Prepare performance reports and management presentations. Identify opportunities to improve customer experience and efficiency. Conduct audits and implement corrective actions. Coordinate with CX, AOD, Cabin Crew, F&B, airport stakeholders, and vendors for seamless service delivery. Manage vendor relationships and monitor service quality. Stay updated on hospitality and aviation lounge trends. Additional responsibilities may be assigned based on business requirements. Skills Required Customer Centricity Planning & Coordination Analytical & Problem-Solving Skills Stakeholder Management Communication & Interpersonal Skills Service Recovery & Operational Excellence Key Performance Indicators Customer Satisfaction (CSAT) Net Promoter Score (NPS) SLA Compliance Complaint Resolution Effectiveness Service Quality & Audit Scores Operational Efficiency Metrics Key Interfaces Customer Experience (CX): Align lounge services with the customer journey and support service enhancement initiatives. Airport Operations Duty (AOD): Coordinate passenger handling, boarding, and operational requirements. Other Stakeholders: Cabin Crew, F&B teams, Ground Handling Partners, Airport Authorities, Lounge Operators, and Vendors. Ensure grooming, service standards, and reporting requirements are consistently maintained. Education & Experience Education: Bachelor's Degree in Hospitality Management, Business Administration, Aviation, Hotel Management, or a related field. Experience: Minimum 2+ years in hospitality, lounge operations, aviation, customer service, or related industries. Preferred 2-5 years in Customer Experience, Customer Engagement, Service Excellence, or Hospitality Operations. Experience in airlines, airports, lounges, or premium hospitality environments is preferred. Apply now » Find similar jobs: Others FOLLOW US ON Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2025 Air India Ltd. All rights reserved. Use of this website indicates your compliance with our Privacy Policy, Conditions of Carriage, Terms and Conditions.