Duty Manager - Hospitality and Customer Service

Duty Manager - Pranaam

Responsibilities

Operational Supervision:

Supervise and manage daily operations of the Pranaam services during assigned shifts, ensuring adherence to Standard Operating Procedures (SOPs) and regulatory requirements ensuring high-quality service delivery and guest satisfaction.

Ensure optimal allocation of staff and resources to maintain service efficiency and high standards of customer care.

Customer Experience Management:

Ensure a high-quality guest experience by addressing customer needs promptly, handling queries, and resolving any service-related issues or complaints during the shift.

Conduct regular checks and inspections to ensure service consistency and compliance with established quality standards.

Gather guest feedback during the shift to identify areas for improvement and report insights to the management team.

Team Supervision and Development:

Lead, guide, and motivate the frontline team members to deliver exceptional guest services and maintain a positive work environment.

Conduct daily briefings to communicate shift objectives, allocate duties, and reinforce service standards.

Monitor staff performance and provide feedback, conducting regular performance evaluations to ensure continuous improvement.

Issue Resolution:

Address operational issues and resolve them promptly, maintaining a proactive approach to problem-solving.

Respond effectively to emergencies, operational disruptions, or guest complaints, ensuring minimal impact on service quality.

Report all incidents and actions taken to the management team for further analysis and improvement.

Record Keeping:

Maintain accurate shift records and reports, facilitating communication between different shifts and management.

Facilitate communication between different shifts and management by maintaining accurate shift records and reports.

Prepare shift reports and provide detailed handovers to incoming shift in-charges to ensure continuity of service.

Support in Digital Initiatives:

Promote the use of digital tools such as the Pranaam App among guests and team members to enhance service efficiency.

Assist in implementing digital initiatives aimed at improving guest experience and streamlining operations during the shift.

Key Stakeholders - Internal:

Operations Lead - Pranaam

Frontline Team

Commercial Team

Finance Team

BD & Marketing Team

Human Resources

IT Team

Security Team

Key Stakeholders - External:

Concessionaires

Airlines

Ground Handlers

Marketing Agencies

Social Media

Passengers

Customs, Immigration, BCAS, AAI, CISF etc

Qualifications

Education Qualification:

Bachelor's in Hospitality Management, Business Administration, or related field.

Work Experience:

5 - 7 years in hospitality or customer service management, especially in airport or travel-related services.

2+ years in a supervisory role.