Zahid Shaikh

• Joined as a Guest Relations Officer, Jan 2013.
• In the month of Nov 2016 got an opportunity to move in a new department "Customer Engagement & Service Quality".
• Later was nominated to be a part of a new team “Engagement Center” under Marketing Team in 2019
• In 2022 Cracked IJP (Internal Job Posting) and got promoted as a Senior Executive in Guest Relations Department.

Key Responsibilities of Guest Relation’s Officer in BIAL

• Meet & greet the Dignitaries (VIPs, VIP’s & CIP’s) traveling from the Airport
• Concierge of Reserved Lounges and Ceremonial Lounge in the Airport which is designated only for Entitled Dignitaries
• Coordinating with internal & external agencies in the airport for smooth flow of the Dignitary movements.
• Maintaining data in the software tool of the organization & making reports for the management

Key Responsibilities of Customer Engagement & Service Quality in KIAL

• Handling grievances of travelers.
• Assisting PRM (Passengers with reduce mobility)/Passengers with special needs.
• Monitoring and recording ASQ (Airport Service Quality).
• Organizing events & activities for travelers/passengers and a making their experience memorable.

Key Responsibility of Engagement Centre

• Handling ORM(Online Reputation Management) - Twitter, Facebook, Instagram, Mails of the Organization
• Escalating grievance to the concern departments and resolving it (Internal & External).
• Recording data in service cloud/Software Tool.
• Closing down the grievances in coordination with the relevant departments within the time frame.