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Title
Text copied to clipboard!Guest Relations Manager in an Airline
Description
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We are looking for a Guest Relations Manager in an airline who will be responsible for creating and maintaining a positive experience for passengers at all stages of their interaction with the airline. Your role will involve ensuring high service standards, promptly resolving issues and complaints, and contributing to strengthening the company's image. You will work closely with other departments, including security, sales, and technical support, to guarantee guest comfort and safety. An important part of your job will be analyzing passenger feedback and implementing service improvements. We value initiative, communication skills, and the ability to work under pressure. If you are ready to be the face of our airline and provide guests with an unforgettable experience, we look forward to your application.
Responsibilities
Text copied to clipboard!- Ensure high-quality passenger service at all interaction stages.
- Resolve customer conflicts and complaints promptly and effectively.
- Coordinate with other departments to improve service.
- Collect and analyze passenger feedback to enhance service quality.
- Organize and conduct training for staff on service standards.
- Maintain a positive image of the airline in the eyes of customers.
- Monitor compliance with service standards and safety procedures.
- Maintain guest service records and prepare improvement proposals.
- Provide support to VIP passengers and special client categories.
- Participate in developing loyalty programs and special offers for passengers.
Requirements
Text copied to clipboard!- At least 2 years of experience in customer service or hospitality.
- Excellent communication and presentation skills.
- Ability to work in a team and under pressure.
- English proficiency at least at Intermediate level.
- High stress tolerance and conflict resolution skills.
- Knowledge of aviation service standards is a plus.
- Willingness to work irregular hours and travel.
- Attention to detail and organizational skills.
- Experience with computer programs and CRM systems.
- Education at least secondary vocational, preferably in tourism or service.
Potential interview questions
Text copied to clipboard!- How do you handle conflict situations with clients?
- Describe your experience in customer service.
- What methods do you use to increase customer loyalty?
- How do you organize teamwork to achieve common goals?
- What languages do you know and at what level?
- How do you react to stressful situations at work?
- Tell us about your experience with VIP clients.
- What programs and tools have you used for customer management?
- How do you collect and analyze customer feedback?
- Why do you want to work in our airline?
