Head - Premium passenger services

Date: 21-Jun-2022

Location: Gurgaon

Company: TATA SIA Airlines Limited

Job Overview

The holder of this position will be responsible for overall supervision of the Premium passenger services team at HUB Airports.  To guide the team to manage all aspects of Vistara operations and customer excellence including   check-in, boarding, arrival, and baggage services and most importantly managing frequent flyers, VVIP/CCIP, Board members and Premium Customers.  Head PSS will lead the team of passionate PSS at the HUB who will be amongst the airline's most visible employees in premium Zones.  The role is responsible for providing swift and efficient frontline floor management to the Customers by delivering customer delight and to inculcate a culture of “First to know best to deal approach".  

Key Responsibilities

  • Manage the team by imparting trainings and development needs analysis
  • Monitor and review progress of the PSS team at HUBs and give feedback at intervals to improve performance
  • To be able to lead from the front and guide the team to promote the image of the airline by Meeting & Greeting Business Class and Club Vistara Customers, VVIPs, foreign government non-government delegations at Premium check-in zones
  • Manage the Network lounges – Service standards, Look & Feel including Food & Beverage Service
  • To provide guidance and impart trainings to the PSS team who will be a one-point contact to handle and diffuse any situation for all above categories
  • Manage training and HR-related reports for the team
  • Coordinate with stakeholders to manage development of the company and the team
  • Maintain master database of Business/Premium/FFP service travellers of HUBs
  • Effectively track and manage feedback shared by Business/Premium/FFP travellers on social channels or via CR, share closure and final outputs for management review
  • Cost analysis – track and bifurcate attributions of additional services charged by GHA at HUBS for all Premium service travellers   
  • Be an integral team member for driving & implementing Project Neev “Customer Journeys” 

Stakeholder Relationships 

  • Promoting the image of the airline by meeting High level Indian and foreign government and non-government delegations at HQ level
  • Liaising with state protocol, government bodies/ departments, airport authorities, other government agencies/authorities and maintain positive relationships with them
  • To coordinate with other intra-company departments to minimize costs and improve productivity
  • To liaise with external and internal service providers to improve quality of service

Skills & Attributes

  • Excellent interpersonal, good leadership, communication, and team management skills
  • Pleasing personality with exceptional experience in planning/managing customer facing trainings & delivery
  • Proficient with Microsoft Office applications. Hands on experience of MS Excel/MIS tools /presentation skills
  • Ability to get into the detail and solution centric approach with strong decision-making skills
  • Stakeholder management and customer excellence focus
  • Creative, passionate, self-starter, driver for results, influencing, interpersonal skills and team player


Work Experience

  • Minimum 8-10 years of work experience working as a Ground staff / Cabin Crew or frontline team lead



  • Graduate from a recognized university





All Vistara employees are required to be fully vaccinated against COVID-19