Senior Officer - Customer Service (Hospitality Audit & Enforcement)

As a Senior Officer - Customer Service (Hospitality Audit & Enforcement), you will be responsible for ensuring the implementation and maintenance of high hospitality standards across all BKJ Airport locations. Working from the headquarters, you will travel periodically to conduct audits, evaluate customer service practices, and implement enhancements aligned with luxury hospitality standards.



Key Responsibilities



Hospitality Audits and Standards Enforcement:



•Conduct periodic audits at various airport locations to evaluate customer service quality.

•Ensure adherence to service standards inspired by luxury hospitality practices (e.g., Taj, Oberoi).

•Identify gaps in service delivery and recommend actionable improvements.



Implementation of Best Practices:



•Develop and enforce standard operating procedures (SOPs) for customer service and hospitality.

•Provide guidance and feedback to local teams to align practices with organizational standards.

•Monitor the execution of customer delight initiatives and ensure consistency across locations.



Training and Mentorship:



•Collaborate with the Learning & Development team to design and deliver training sessions for on-ground hospitality staff.

•Act as a mentor to local customer service teams, fostering a culture of service excellence.

•Share insights from audits and recommend training needs for specific locations.



Reporting and Analysis:



•Prepare detailed reports on audit findings, including performance metrics, observations, and recommendations.

•Analyze trends in customer feedback and identify opportunities for improvement.

•Share monthly updates with the leadership team on service quality and enhancement plans.



Travel and Coordination:



•Travel for approximately one week each month to visit operational locations for audits and inspections.

•Coordinate with local teams and department heads to ensure smooth implementation of recommendations.



Requirements



Educational Qualifications:



•Bachelor’s degree or diploma in Hospitality, Tourism, Business Administration, or a related field.



Experience:



•3-5 years of experience in luxury hospitality (e.g., Taj, Oberoi, or similar), with exposure to operational audits or service quality management.

•Previous experience in aviation customer service is a plus.



Skills and Competencies:



•Strong understanding of luxury hospitality standards and customer service excellence.

•Exceptional communication and interpersonal skills.

•Analytical mindset with the ability to evaluate service delivery and recommend improvements.

•Excellent organizational and time management skills.

•Proficiency in MS Office and reporting tools.

•Ability to travel and work in dynamic environments.



Benefits



•Competitive Salary: Attractive compensation package with performance-based incentives.

•Professional Development: Opportunities for training and exposure to advanced hospitality practices.

•Travel Opportunities: Regular travel to operational locations, offering dynamic work experiences.

•Dynamic Work Environment: Collaborate with a team committed to delivering exceptional service standards.

•Work-Life Balance: Supportive policies for maintaining a healthy balance between travel and headquarters-based responsibilities.