Job Description

Job Purpose

• The Associate - Premium Services will be responsible for supervising and ensuring the delivery of exceptional premium services to passengers, including VIPs, frequent flyers, and premium class ticket holders, at the hub airport.
• Key Accountabilities

• Assist premium passengers in services, including check-in procedures, lounge access, boarding processes, and special assistance services.
• Ensure a high level of professionalism, courtesy, and efficiency in handling premium passenger needs and requests.
• Provide support and guidance to premium service staff to deliver outstanding customer experiences.
• Coordinate with lounge staff to maintain a welcoming environment, manage guest flow, and ensure adherence to service standards.
• Address any issues or challenges in the lounges promptly and effectively.
• Build positive relationships with premium passengers, corporate clients, and travel agents.
• Handle passenger inquiries, feedback, and complaints with empathy and professionalism.
• Foster a positive and collaborative work environment to motivate and engage team members.
• Monitor service levels, passenger flows, and operational efficiency in premium service areas. Assist in implementing service improvements, initiatives, and promotions.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR. * Skills/Qualities Required
Communication Skills
Customer centricity
Stakeholder Management
Problem solving abilities
Strong Interpersonal skills
Managerial Skills
Leadership skills

• Key Performance Indicators

Safety and Security
Ancillary Revenue at the airport
On time performance
Mishandled Baggage management
NPS - Touch point scores, compliments & complaints for premium passengers
Station Engagement and CSR activities

• Key Interfaces

External Interfaces
Third Party Vendors/Suppliers

• Lead and manage the airport's suppliers and airport companies to deliver targeted performance outcomes in all areas of safety, compliance, cost control and operational performance

Regulatory Authorities

• Oversee all legal contracts and ensure compliance with regulatory requirements at the Airport

• Educational and Experience Requirements

Minimum Education requirements

• Bachelor's degree in any stream - Regular graduation only.

Experience
Minimum

• 0-1years experience in customer facing roles
• Previous experience in premium passenger services, airline customer service, or hospitality industry is preferred

Desired

• Proficiency in Microsoft Office and customer service software/tools
• Knowledge of premium travel trends, service standards, and customer expectations is a plus

Skills Required