Guest Relations Officer – Lounges | Air India |Delhi / Mumbai

Date Posted: 22 Feb 2026
Location: Delhi / Mumbai, India
Company: Air India Limited

🏢 About the Company

Air India Limited is India’s flagship carrier, operating extensive domestic and international routes. With a renewed focus on premium customer experience, the airline is enhancing its airport lounge services to deliver world-class hospitality, operational excellence, and personalized passenger engagement.

🌟 Job Title: Guest Relations Officer – Lounges

🎯 Role Overview

The Guest Relations Officer – Lounges will lead operational excellence across Air India lounge facilities, ensuring premium hospitality standards, seamless service delivery, and exceptional passenger experience. The role requires independent ownership of lounge governance, service quality, stakeholder coordination, and continuous improvement initiatives.

📌 Key Responsibilities

The incumbent will oversee day-to-day lounge operations, ensuring consistency, service excellence, and alignment with brand standards. Responsibilities include driving operational governance, implementing structured SOPs, monitoring adherence to service level agreements, and proactively resolving service escalations.

The role involves leading continuous improvement projects, identifying automation and process enhancement opportunities, and ensuring lounges are maintained to the highest standards of cleanliness, safety, and comfort.

The Guest Relations Officer will collaborate closely with cross-functional teams such as Airport Operations (AOD), Cabin Crew, F&B Procurement, Branding, and external lounge partners to enhance passenger experience. They will establish structured escalation frameworks, institutionalize KPI reporting, and translate performance metrics and customer insights into strategic recommendations for senior leadership.

Additionally, the role includes supervising lounge teams to maintain exceptional service delivery, creating voice-of-customer frameworks, leveraging analytics to track lounge usage trends and satisfaction levels, and ensuring compliance with corporate policies and aviation safety regulations. The officer will also serve as the primary point of contact for VIP and VVIP passengers, delivering personalized and discreet service experiences.

Regular audits, vendor coordination, and continuous benchmarking against global hospitality best practices will be integral to maintaining premium lounge standards.

🎓 Education Requirement

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

💼 Experience Required

• 1–5 years of experience in lounge operations, hospitality management, airline customer service, or premium service environments.
• Experience in airport operations or aviation hospitality preferred.

🧠 Key Skills & Competencies

• Strong leadership and operational management skills
• Excellent interpersonal and communication abilities
• Data-driven decision-making and analytical mindset
• Strong stakeholder management and vendor coordination skills
• Ability to handle VIP/VVIP passengers with discretion
• Knowledge of hospitality standards and aviation compliance requirements

📍 Location

Delhi / Mumbai, India

🚀 How to Apply

Interested candidates can apply through the official careers portal of Air India Limited.

🔵 Apply Here:

👉 Visit : https://careers.airindia.com/job/Delhi-Guest-Relations-Officer/50496044/

(Early applications are recommended as roles may close once filled.)

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