1. KEY ACCOUNTABILITIES(List the responsibilities/duties associated with the job. For each responsibility/duty listed, give the factors on which an individuals performance is judged).
Accountabilities Key Performance Indicators
Coordinate all defects reported with ref to passenger facilities, airport ambience upkeep. and coordinated and accounted for No. of observations /follow up /closure.
Ensure & coordinate Information and Transfer desk manning by service providers As per agreed SLA
Ensure Airlines are using CUSS Kiosks To achieve 20% usage by all Airlines using Cuss.
Co-ordinate with internal and external agencies involved during any VIP movements Zero complaints
Facilitate Passengers and collect feedback on their experience about the airport. No of feedbacks collected through tabs.
Ensure Airlines/ GHA are using the allotted resources. Resource management allocation
Daily Co-ordinate for smooth flow of passengers at the congestions points. Collect data for the management as in when asked to improve/enhance the processes. Annual % of 5 touches points.
Co-ordinate with CISF, Customs, Immigration and APHO at Arrivals & Departures for hassle free operations on day to day basis and during any emergencies & exigencies Zero Delay and AEP
Co-ordinate with the Airlines/GH, Customs and Airside operations to meet Baggage delivery as per Airport service standards. First Bag/ Last Bag
Participate and co-ordinate activities for passenger engagement, terminal management during ASQ surveys through the action plans of FGD. Monthly/ Annual target
Assist the Executive / Manager on shift at the Haj terminal during operations ensuring Hajjis are facilitated. Hassle free Haj Operations
Handling Public announcement system during the shift and adhere to the guidelines of emergency ,evacuation announcements. SOP as per the announcement policy.
Execute the daily inspection of the housekeeping /pest control management ,verification on contractor manning level ,machineries ,chemical & tools. SLA target vs Actual
Implement QMS of facility management through ops pre procedures ,collect & analyze data to monitor the performance of the contractor As per agreed SLA
Maintain the cleanliness as per the required standards of PTB, VVIP, VIP lounge and its pathway. No of deviation by issuing site memos/site instructions
Maintain evidences of demerits issued to the contractor, maintain log books for complaints ,incidents ,irregularities and any related activities . Analyze data for improvement.
Any Graduate discipline (Hotel Management background preferred) , reputed institute of Aviation or Hospitality management
Relevant and total years of Experience
4-8 years of relevant experience in customer service at Airport/Airline
*Must be ready to work in rotational shifts
Salary:INR 3,00,000 – 4,00,000 P.A
Industry:Aviation / Aerospace Firms
Functional Area: Other
Hotel Management Hospitality Management Aviation Customer Service
Desired Candidate Profile:
Please refer to the Job description above
UG: Any Graduate – Any Specialization
PG:Post Graduation Not Required
Doctorate:Doctorate Not Required
GMR Infrastructure Limited
GMR is an infrastructure Development Company founded in 1978 and headquartered in Bangalore . The Group is well diversified and professionally managed with ownership interests in Energy, Transportation and Manufacturing.
Contact Company:GMR Infrastructure Limited