Guest Relations Officer
Air India · Bengaluru
- Experience2–7 yrs
- SalaryNot disclosed
- Work modeonsite
- Levelmid
- Posted18 Sept 2026
About Air India
Air India is hiring in Bengaluru in hospitality travel. This role looks for around 2+ years of experience.
Skills
- lounge operations
- hospitality operations
- service recovery
- stakeholder management
- customer experience
- Planning & Coordination
- Analytical & Problem-Solving Skills
- Communication & Interpersonal Skills
- Operational Excellence
- SLA Compliance
- Complaint Resolution Effectiveness
- Service Quality & Audit Scores
- Operational Efficiency Metrics
The role
A guest service associate at an aviation hospitality company delivers lounge operations, hospitality operations, and service recovery for premium passenger experiences. The role also applies stakeholder management and customer experience practices to coordinate airport teams, vendors, amenities, complaints, and service improvements.
Full job description
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: Bachelors 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.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.