Leading global infrastructure conglomerate across airports, energy, transport, urban infra & sports
The Protocol Officer ensures seamless, prompt, and professional movements for VVIP, VIP, and CIP guests at Manohar International Airport, coordinating with guest protocol teams and all internal and external stakeholders. This role delivers a world‑class meet‑and‑assist service with minimal waiting times, enhancing the overall travel experience for passengers transiting through the airport.
Key responsibilities include providing an exceptional meet‑and‑greet service with zero complaints or missed movements, monitoring guest flight schedules, and managing lounge readiness. The officer coordinates space reservations, ensures prompt food and beverage service, maintains lounge cleanliness and facility standards, and standardizes meet‑and‑assist procedures through SOP reviews, porter training, and daily performance meetings.
Ad‑hoc arrangements involve organizing vehicle pick‑ups, flower bouquets, airside buggy services, guest‑house accommodations, bay allocations, and cab or hotel bookings, as well as resolving reservation, connection, and visa issues. The officer also oversees fast‑track processing for arrivals and departures, collaborating with CISF, immigration, airlines, ground handlers, and customs to minimize wait times and uphold brand reputation through professional grooming and a customer‑centric approach.
The role requires extensive interaction with external agencies such as CISF, immigration, customs, airlines, consulates, and celebrities, as well as internal teams including top management, operations, security, procurement, HR, and quality. Responsibilities include managing the performance of contract staff, maintaining stakeholder relationships with grace and humility, and acting swiftly in a fast‑paced environment to recover service issues.
Candidates must hold a BSc/BA in Hospitality or Business and possess 4‑6 years of experience in the aviation and hospitality sectors, with strong customer service, communication, and MS Office skills. Preference is given to individuals with prior experience working in Goa, and the role demands competencies in protocol assistance, airport operations, emotional intelligence, safety awareness, vendor management, complaint resolution, teamwork, stakeholder focus, planning, execution, problem solving, and relationship management.