Supervisor - Guest Relations

About the Employer

Adani Group is a diversified Indian conglomerate with 10 publicly listed companies and a nationwide footprint in logistics and utilities. Headquartered in Ahmedabad, Gujarat, it has built a strong position in large-scale infrastructure development and operates to global standards in O&M practices. Four of its businesses carry IG ratings, making it the only infrastructure investment-grade issuer in India.

Adani Airports Holding Limited is working to redefine airport operations by turning airports into modern hubs for connectivity, innovation, and service excellence. The organisation places strong emphasis on passenger experience, advanced technology, operational efficiency, sustainable growth, and positive community impact across India.

Role Purpose

The Guest Relations team member is expected to deliver prompt, courteous, and effective support to visitors and passengers. The role focuses on answering queries, sharing accurate information, and resolving concerns so that the overall guest experience remains smooth and positive.

Key Responsibilities

This position covers front-line guest handling, service coordination, feedback tracking, issue resolution, and reporting in a busy airport environment.

• Greet arriving guests in a warm, professional manner and create a strong first impression.
• Support guests through check-in steps and help ensure the process is efficient and trouble-free.
• Share correct details about venue services, amenities, and available facilities.
• Respond quickly to questions and concerns, offering practical guidance and assistance.
• Arrange support for special requirements such as transport, accommodation, and event catering.
• Coordinate with other departments so that guest needs are handled smoothly end to end.
• Collect guest feedback to understand satisfaction levels and identify improvement areas.
• Record guest comments and suggestions for management review and follow-up.
• Assist in handling complaints and escalations, referring complex matters to senior staff when needed.
• Stay calm under pressure while dealing with sensitive or difficult guest situations.
• Maintain accurate logs of guest interactions, feedback, and service outcomes.
• Prepare reports on guest satisfaction and service effectiveness for management.
• Work collaboratively with team members and share information to improve guest service delivery.
• Take part in team discussions on guest feedback, service issues, and improvement plans.

Stakeholders

Internal: Duty Manager - Guest Relations, Security Department, Terminal Ops Team, Customer Service Team, Facilities Team, Commercial Department, Finance, Marketing and Communications, Legal and Compliance, General Aviation Terminal, Airside / AOCC/ JCC, Pranaam Team, Landside Operations, GTB, Medical Team, Cargo Team, and Admin Team.

External: VIPs and high-net-worth individuals, corporate clients, government officials, airlines, airport authorities (ATC), regulatory bodies such as BCAS, AAI, and CISF, travel agencies and tour operators, ground handling partners, and customs and immigration teams.

Qualifications

The preferred educational background is HSc or Diploma, or an equivalent qualification in Hospitality Management, Customer Service, or a related field.

Candidates should have 1 to 2 years of experience in the aviation industry.

Additional Information

This role is based in the Greater Lucknow Area and is a full-time, onsite position. The source did not specify salary, vacancies, joining date, application deadline, or perks.