GUEST RELATIONS ;JET AIRWAYS;MUMBAI- 2014-2019Handle voice of guest received though various modes of communications by acknowledging, conducting a root cause analysis with internal teams and connecting with guest though voice or email for a redressal.Deal with passengers, when they call / walk-in and resolve their grievanceAbility to effectively communicate verbally and in writing with guest to win them back. Administrative support for the department on day to day functioning of the department, closure of cases for MIS related activities.Proficient in Gap Analysis received from the voice of guest and lease with internal teams for any change related to policy/ process.Produce weekly complaint reports for departments and analysis data and make necessary recommendation to improve guest service.Coach new joins on the departmental expectation.

To manage operations with respect to arrival and departure of flight.To efficiently handle the shift assigned with respect to check-in, passenger handling and allied activities.To monitor staff duties on day-to-day basis and assign responsibilities/ allocations to them.To be responsible for staff training and developmentTo assist the Airport Manager/ Duty Manager in duties pertaining to the airport.Develop and maintain strong guest relationships with all loyal guests establishing clear line of communication.Handling guests profile including VVIPs, Meet and Assist to First Class and Premiere guests and Elite Frequent flyer members.Take lead in handling all guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departments.Consistently offering professional, engaging and friendly service to all guests.