Guest Relations Officer
Air India · Bengaluru
- Experience2–5 yrs
- SalaryNot disclosed
- Work modeonsite
- Levelmid
- Posted17 Sept 2026
About Air India
Air India is hiring in Bengaluru in hospitality travel. This role looks for around 2+ years of experience.
Skills
- Customer Centricity
- Planning & Coordination
- Stakeholder Management
- Service Recovery
- Operational Excellence
- Hospitality Operations
- Lounge Operations
- Food and Beverage Services
- Customer Experience
- Vendor Management
The role
A guest service associate at an airline lounge delivers hospitality operations, resolves passenger concerns, and improves customer experience through service recovery, lounge operations, and hospitality management. The role coordinates food and beverage services, vendors, and airport stakeholders while maintaining service quality.
Full job description
Location: Bengaluru
|
Sep 17, 2026
Job 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.