Job Description:Resource Management Ensure optimal usage and availability of airport infrastructure (Check-in counters, PESC zone, Immigration counters, CUSS, BHS etc.) Real time coordination with concerned department in case of break down or inconsistency of airport infrastructure as per the fall back procedures. Passenger Facilitation Coordinate liaise with stakeholders (Airlines / Customs/ Immigrations / CISF) for seamless passenger processing (both arrival / departure). Support manager in planning and executing the smooth flow of VIPs/dignitaries through the terminal. First point of contact for Passenger interface at their allotted zone to handle and resolve any concerns, or feedback to enhance Passenger experience. Will assist the Duty Manager and will take over the responsibilities of the Duty manager in his/her absence Stakeholder Management Act as interface between GHIAL and retail operators, Customs, Immigration, CISF, and Airlines for tactical operations in line with the standards defined. Responsible for enforcement of safety regulations in the airport and work with tenants to ensure safe operations of the airport. Terminal Infrastructure Inspect all areas of the Terminal building regularly and take corrective action for noncompliance as necessary Conduct routine audits/surveys in the Terminal and initiate corrective actions if needed Interim International Departure Terminal Will be responsible to independently handle the Interim International Departure Terminal operations. Handling emergencies Interaction with Passengers/stakeholders during any disruption/inconvenience and update the same to Terminal Manager. Extend the necessary support to stakeholders during any disruptions and emergencies (fire evacuation, bomb threat calls, Aircraft emergencies or any other exigencies) as per SOP. Improve ASQ Score Action the improvement plans suggested against each department parameter related to ASQ. Take corrective actions to meet Baggage delivery as per Airport service standards. Address passenger complaints during the shift as per stipulated timeframe. Maintain customer focus throughout and provide feedback on emerging/changing trends in customer services. Anticipate customer needs and resolve problems in a proactive manner. Action the improvement plans suggested against each department parameter related to ASQ. Service Providers SLA adherence Monitor and manage the service providers activity and administrative responsibility towards passenger services: outsourced customer facilitation, Paid Porter, Tubs and Trolleys, Information desk, Transfer desk and any other introduced from time to time. Process Improvement Evaluate the process flow at all areas and come up with innovative ideas/technological interventions that would lead to process improvement. Responsible for Analysis of Reports and dashboard to investigate trends, predict patterns and discover insights. The same to be further shared to Terminal Manager. Training Train and mentor new joiners for deployment in shift by imparting familiarization sessions pertaining to Terminal Operations. Imbibe the culture of Passenger is Prime among all the outsourced staff for enhanced Passenger experience.