Summary

The Assistant Manager â€ Airport Representative is responsible for ensuring a seamless and welcoming arrival and departure experience for hotel guests at the airport. The role coordinates airport transfers, guest assistance, transportation arrangements, and communication between the airport team, hotel Front Office, Concierge, and Transportation teams while maintaining high standards of guest service.

Key Responsibilities

Welcome arriving guests at the airport and provide professional assistance with arrivals, departures, and transfers.
Ensure timely coordination of airport pickups and drops based on guest flight schedules and hotel transportation requirements.
Monitor flight arrival/departure information and communicate changes or delays to the relevant hotel teams.
Coordinate closely with Front Office, Concierge, Reservations, Guest Relations, and Transportation teams regarding guest movements.
Provide special attention and personalized assistance to VIPs, corporate guests, groups, and guests requiring additional support.
Ensure accurate guest identification and appropriate hotel signage/display at designated airport meeting points.
Assist guests with baggage coordination and guide them to the assigned hotel vehicle.
Ensure hotel vehicles and chauffeurs are appropriately positioned and ready for scheduled transfers.
Handle guest concerns or last-minute transportation changes professionally and escalate matters when required.
Maintain accurate records of airport transfers, guest movements, flight details, delays, and transportation arrangements.
Supervise and guide Airport Representatives/Drivers, where applicable, and ensure proper shift coverage.
Maintain strong coordination with airport authorities and authorized service partners as required for hotel operations.
Ensure professional grooming, conduct, and service standards are consistently maintained.
Support the Front Office team with guest arrival and departure planning, particularly during high occupancy, events, groups, and VIP movements.
Identify opportunities to enhance the guest arrival and departure experience.
Perform other duties assigned by the Front Office leadership based on operational requirements.

Qualifications

Diploma or Degree in Hotel Management, Hospitality, Tourism, or a related field preferred.
Prior experience in Front Office, Concierge, Guest Relations, Transportation, or Airport Operations within a reputed hotel.
Previous supervisory/team-handling experience preferred.
Good understanding of airport arrival and departure procedures and hotel transportation coordination.
Strong communication and guest-handling skills.
Good command of English knowledge of additional languages would be an advantage.
Comfortable working in rotational shifts, including early mornings, late nights, weekends, and holidays.

Key Competencies

Guest service orientation
Strong communication and interpersonal skills
Airport and transportation coordination
Problem-solving and decision-making
Attention to detail
Team supervision
Ability to work under pressure
Professional grooming and presence
Planning and coordination skills

Assistant Manager - Airport Representative