Duty Manager - Pranaam

About Business:

Adani Group: Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India.

Adani Airports Holding Limited: Adani Airports Holding Limited is reshaping the aviation landscape, transforming airports into dynamic hubs of connectivity, innovation, and service excellence. By prioritizing passenger experience, leveraging state-of-the-art technology, and enhancing operational efficiency, we are redefining airport infrastructure across India. Our vision is to create world-class airports that serve as gateways to regional development and global connectivity, positioning Adani Airports as a leader in the aviation sector with a focus on sustainable growth and community impact.

Job Purpose: Shift-in-charge Pranaam is responsible for overseeing the operations of Pranaam services during their shift, ensuring high-quality service delivery and guest satisfaction. This role involves managing the frontline team and addressing operational issues promptly.

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.

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