Lead operational excellence across Air India Lounges by independently managing service delivery, resolving escalations, and ensuring an elevated and memorable hospitality experience for passengers.
Lead operational governance of lounges and ensure proactive issue resolution, continuous improvement, and cross-team coordination.
Drive standardization and consistency of lounge operations across multiple lounges, ensuring alignment to brand and lounge standards.
Ensure adherence to service level agreements and standard operating procedures with lounge operators in alignment with Air India’s brand positioning and customer experience strategy.
Own and lead continuous improvement projects related to lounge operations, including process design, SOP enhancement, and automation opportunities.
Ensure that lounge facilities are well-maintained, clean, and equipped with necessary amenities.
Influence and collaborate with cross-functional leaders (AOD, Cabin Crew, F&B Procurement, Branding) to drive key decisions impacting passenger experience.
Create and implement escalation matrices to ensure timely and substantive resolution of passenger inquiries, feedback, and complaints in a professional and courteous manner.
Translate customer insights and lounge performance data into actionable business recommendations for senior leadership.
Lead and supervise lounge staff to ensure they provide excellent customer service to all guests.
Establish a structured voice-of-customer framework, derive insights, and present improvement recommendations to leadership.
Innovate customer feedback collection avenues and utilize data analytics to track and analyze lounge usage, customer satisfaction, and service trends.
Institutionalize regular reporting and presentations for management, highlighting key performance indicators and improvement areas.
Serve as the primary representative for VIP and VVIP passengers, ensuring personalized attention, discretion, and flawless service delivery during their lounge experience.
Ensure compliance with company policies, safety regulations, and industry standards in lounge operations.
Conduct regular audits to assess the quality of services provided and implement corrective actions where necessary.
Liaise with external vendors and partners to optimize service levels and explore new opportunities for partnership.
Stay updated with industry trends and best practices in lounge and hospitality management.