• Job Description

  Req#: 10319

  JOB PURPOSE :
  1. With a view to enhance passenger experience at HYD Airport, Head Passenger Experience position was created in year 2020 and subsequently passenger centric strategies were framed. In order to execute these strategic initiatives pertaining to passenger experience and with an objective to create outstanding Passenger experience and aesthetics that represents HYD Airport brand of Service & design. The key responsibilities of this roles will be (but not limited to):
  2. Own and implement all Pax. Ex. Initiatives at HYD Airport
  3. Aesthetics standardization across Airport design elements
  4. Bring in best practices from Aviation industry WRT to aesthetics and design improvements
  

  KEY ACCOUNTABILITIES

  
  Accountabilities
  • To develop and implement initiatives customized to an airport eco system that creates smooth passenger experience at all Airport Touch Points
  • Direct the delivery of the GMR Airport experience and operational development programs ensuring alignment with corporate strategy
  • Communicate the performance of the programs and projects to the Airports leadership team and be accountable for successful delivery
  • Ensure overall integrity of the Feedback Management System.

  Aesthetics & Branding Standardization:

  • Coordinate with Projects/Master Planning team for Design and aesthetics standardization for existing and any new expansion projects
  • Coordinate with the Corp-Com/BD-Non Aero team for review and standardization of all Collaterals across the Airport including the commercial and F&B outlets
  • Online Reputation Management
  Event & Décor Management

  • Plan and execute décor and passenger engagement events at HYD Airport by Coordinating with Corporate Communication/ BD-Non Aero

  • Preparation of yearly calendar of Events

  • keep up with the latest trends and updates in the Aviation industry, accountable for organizing the FGDs (Focus Group Discussion) and CIPs (Continues Improvements to engage passenger)

  Innovation/ Passenger Exp. Product Development

  • Be up to date with the latest development and leverage industry best practices about Passenger experience enhancement to meet current and future needs
  • Preparation of passenger charter asper MOCA guidelines
  • Leading Design and development of airport solutions to ensure that GMR Airport retains its competitive market position through a leading Passenger experience proposition, capacity development and seamless operations. Solutions must combine engineering , technology, operational and service design elements to promote an industry leading Passenger experience

  Passenger Journey mapping and experience enhancement

  • Observe gaps in current service delivery mechanism, review passenger requirements based on VOC (voice of Passengers), compare VOC vs VOB (Voice of Business) and aligning procedures/service offerings and infrastructure requirements to meet passenger expectations
  • Must have Balance of Technology and Human Touch / NPS Management
  • Develops and shares Passengers insights and drives these into outcomes, by defining functional & Nonfunctional requirements which helps ensuring that the Pax.Ex department meets quality requirement
  • Interact with Passengers during the full life cycle of the passenger Experience journey to ensure a positive Passenger experience

  
  Passenger Experience Audit Management

  Manage Below Audits
  • Mystery Audits
  • Food Safety Audits
  • Retail Experience Audits
  • Facility Audits
  • Landscaping Audits

  Conceptualization and implementation of new initiatives & Process to drive superior passenger journey through RGI Airport

  • Assessing and implementing new processes of passenger journey –(pre-during-post) – travel through the Airport

  • Personally interacting on the floor and understanding passenger needs at the airport which would help in fostering their allegiance in GMR brand.
  

  INTERACTIONS

  External - Roles you need to interact with outside the organization to enable success in your day to day work
  Coordinate with various Stakeholders like CISF, RAXA, concessionaires etc. for passenger experience initiatives
  Coordination with External Vendors for events & Décor

  
  Internal - Roles you need to interact with inside the organization to enable success in your day to day work
  Coordination with internal departments like Operations, Business Development, SPG and Finance for various Pax. Ex initiatives.
  Represent Passenger experience department at various cross functional forums like AORM, SCM, Pax EX Council etc.

  Financial Dimensions
  • Departmental Budget Allocation
  • Project Costing
  • Vendor Negotiation skills

  Other Dimensions
  Will be coordinating with GHIAL employees
  and outsourced employees

  
  Educational Qualifications

  1. Bachelors in Hotel Management/ MBA in Hospitality, Travel & Tourism
  2. Certification in Project Management/ Infrastructure will be an added advantage.

  Relevant and total years of Experience

  1. 12-15 years of relevant experience in hospitality/ Mall Management/ Public Facility Management at a leadership position.
  2. Having fair understanding of aesthetics, preferably preopening of hotels and Malls.
  3. Fair understanding of various Passenger Experience Tools and Presentation skills.
  4. Highly presentable and able to multitask.
  5. Experience in Airport Sector/ Airlines will be an added advantage.
  

• About the company

  GMR Group is an Indian conglomerate headquartered in New Delhi.

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