Duty Manager – Guest Relations

About the Business

The Adani Group is a diversified Indian enterprise with 10 listed companies and a strong nationwide presence in logistics and utilities. Headquartered in Ahmedabad, Gujarat, it has built a large infrastructure portfolio and is known for execution standards aligned with global benchmarks. The group operates four IG-rated businesses and is the only Infrastructure Investment Grade issuer in India.

Adani Airports Holding Limited is reimagining airport operations by turning airports into connected, innovation-led service hubs. Its focus is on passenger experience, modern technology, operational efficiency, and sustainable expansion that supports regional growth and global connectivity.

Role Purpose

The Duty Manager – Guest Relations oversees guest relations activities during assigned shifts, making sure service runs smoothly, staff follow the right processes, and guest concerns are handled quickly and professionally.

Key Responsibilities

The role involves managing relationships with important external and internal stakeholders, ensuring policy adherence, supervising guest relations operations, and driving high-quality passenger service.

• Build and sustain productive relationships with key clients, local and central government officials, and media contacts through ongoing communication, meetings, and updates.
• Ensure the team follows company procedures, guest service standards, safety requirements, and privacy-related rules.
• Oversee preparation, submission, and secure record-keeping of all required documents in line with legal and organizational requirements.
• Track statutory clearances continuously and coordinate with departments and agencies to obtain and maintain them without disrupting operations.
• Monitor daily passenger service activities to deliver a smooth experience for all guests, including VIP and VVIP travelers.
• Respond to guest issues promptly, apply established escalation paths when needed, and keep senior management or relevant teams informed clearly.
• Act as the shift-level point of contact for guest queries and concerns, ensuring communication is timely and effective.
• Coordinate with other departments so that guest requirements are met and services are delivered seamlessly.
• Assign work, supervise daily activities, review output, and provide coaching, mentoring, and training to guest relations staff.
• Assess team performance and share feedback to support ongoing improvement.
• Collect and study guest feedback to identify trends, service gaps, and opportunities for improvement.
• Create and support initiatives that strengthen the guest experience based on feedback and service reviews.

Stakeholders

Internal: Lead – Guest Relations, Security Department, Terminal Ops Team, Customer Service Team, Facilities Team, Commercial Department, Finance, Marketing and Communications, Legal and Compliance, General Aviation Terminal, Airside / AOCC / JCC, Pranaam Team, Landside Operations, GTB, Medical Team, Cargo Team, and Admin Team.

External: VIP and high-net-worth individuals, corporate clients, government officials, airlines, airport authorities (ATC), regulatory bodies such as BCAS, AAI, and CISF, travel agencies and tour operators, ground handling partners, and customs and immigration teams.

Qualifications

A bachelor’s or master’s degree in Hospitality Management, Business Administration, or a related discipline is required.

The position calls for more than 7 years of experience in hospitality, public relations, or luxury service environments.