Deputy Manager - Hospitality and Customer Service

Deputy Manager - Pranaam Sales

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."

"Internal Stakeholders: 

• Operations Lead - Pranaam
• Frontline Team
• Commercial Team
• Finance Team
• BD & Marketing Team
• Human Resources
• IT Team
• Security Team

External Stakeholders: 

• 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: 

• 6 - 9 years in hospitality or customer service management, especially in airport or travel-related services. 
• 2+ years in a supervisory role.