Duty Manager – Guest Relations

About the role

The Duty Manager – Guest Relations is responsible for overseeing guest‑relations operations during assigned shifts at the airport. The role ensures smooth service delivery, monitors staff performance, addresses guest concerns in real time, and guarantees compliance with all relevant procedures and policies.

Key responsibilities

• Establish and maintain effective relationships with key clients, government officials and media representatives through regular communication.
• Ensure all guest‑relations staff adhere to company policies, safety regulations and privacy laws.
• Prepare, submit and store required documentation for permits and approvals, coordinating statutory clearances with relevant departments and agencies.
• Supervise daily passenger‑service operations, delivering a seamless experience for all guests, especially VIPs and VVIPs.
• Monitor service quality, enforce standards, and promptly manage any crises or issues that arise.
• Track staff performance metrics and provide guidance to maintain high service standards.

Required profile

• Proven experience in guest‑relations, airport operations or a similar hospitality environment.
• Strong understanding of regulatory compliance, safety standards and privacy requirements.
• Ability to manage teams, coordinate with multiple stakeholders and handle high‑pressure situations.

Required skills