SANJEEV ARORA

Contact: 9990057748 ~ E-Mail: sunjet@rediffmail.com

CAREER OVERVIEW
Highly competitive, self starter, disciplined and goal oriented professional with 18 years of experience in
Airport Operations (Commercial) and achieving delight of customers through provisioning of customised air
travel solutions as per the requirements.
Excellent in managing the transitioning initiatives for various processes in adherence to the client
requirements.
Customer-satisfaction driven professional with excellent verbal communication skills, and a skilled to handle
front office operations. Exceptional phone etiquette skills in a high-call volume environment and enjoys
providing hospitality services to customer.
Proficient in managing business operations encompassing general administration, logistics coordination,
relationship management, etc.
Developed competency in establishing performance-driven culture that ensures accountability and personal
ownership, lead, develop, coach, motivate & reward different ground handling teams to achieve goals
profitably.
An effective communicator with excellent relationship building & interpersonal skills.

EMPLOYMENT SCAN

Oct’17-Till Date with Vistara

Currently working as a Duty Manager with Vistara Airline at Terminal T-3 IGI Airport
New Delhi.

.Representing the face of company as one of the representative at the station for all functional operations
assuring and ensuring smooth and issue free handling.

• Responsible for daily flight handling up to 46 flights, as per complete DCS formalities, heading Delhi,
it being the
hub of the airline with maximum no. of departures in the entire network.

• Responsible for working out suitable shift pattern to get maximum output from limited staff strength
while
allocating manpower as per nature, quality and quantity of workflow

• Responsible for operational planning during IROP and handling leave adminis tration and managing
cross functional teams with synergy towards the organizational goal.

• Responsible for understanding and meeting training needs &requirements to improve soft skills.

• Responsible for achieving targets –‘Customer Service’ & ‘On-Time Performance’ through team work and
identifying problem areas and correcting them through counselling and briefing.

• Responsible for vendor management, having an oversight of their shift patterns, reporting
and functionality.
 towards the contribution of an efficient hassle-free service to customers

• Responsible for briefing and mentoring team to handle special handling profile customers.

• Responsible for service recovery of irate customers for service failures and deficiencies.

• Responsible for working closely with Govt. & industry organizations like DIAL,CISF etc

.Conduct briefing and de-briefing covering the daily flight information, new circulars, new and on-going
marketing campaigns, service deficiencies etc

Dec’16-May’17 with Global

Worked as Airport Manager at Jaipur International Airport

Key Deliv erables:-

=Worked as a co- ordinator between SCOOT/ TIGER Airline and Global Aviation.
=Superv ision of International flight operations from Jaipur to Singapore.
=Maintain On Time Perform ance of flights
=To ensure all SLA’s are m et by the Handling Agencies
=Preparation of daily and monthly reports.
= Ensuring that all the operational standards are set and all the processes are followed.
= Adherence of company laid down policy & procedures pertaining to airport operation
= Ensuring that all requirement are met for a smooth operations of 787-800 Dreamliner and
A-320 Aircraft.

June’12- Dec’14 with Spicejet

Worked as Assistant Manager at IGI Airport New Delhi.

Key Deliv erables:-

=Working in co- ordination with different departm ents and agencies at airport.
=Preparation of daily and monthly roster to allocate sufficient staff at different allocation for a
smooth operation.
=Maintain On Time Perform ance of flights
=Handling a team of 70 staff
=Preparation of daily and monthly reports.
= Ensuring that all the operational standards set for all the processes are followed.
= Adherence of company laid down policy & procedures pertaining to airport operation
= Leave management and annual appraisal of staff and taking staff soft skill training and
updating them of standards and requirement in the briefing and debriefing sessions.
= Also participate in the recruitment process at the airport.
=Vendor management
=Customer Services-Interacting with passengers for any feedback regarding services and
investigating any complaint and replying within the timeline.Identifying frequent flyers passengers
to meet their requirements and to ensure smooth movement with regard to VIP/CIP TRAVEL .
 Nov’05-Dec’11 with Kingfisher

Worked as Airport Manager at Pantnagar Airport

Key Deliv erables:-

 Managing Ground Activities for Kingfisher Airlines at various stations like Jaipur ,Varanasi,
Khajuraho, Jabalpur , Lucknow and Delhi starting from Reservation & E-ticketing, Check-in, Ramp
Activities
 Handling proactive customer relations. Plan and execute the operations to ensure quality
service,manage and monitor guest requests, complains and feedbacks and target to achieve 100 %
through GSTS (Guest Satisfaction Tracking System).
 Displaying cordial pleasing attitude towards clients and conduct PIT (Process Improvement
Team) meetings to improve the department.
 Implementing systems and procedures that achieve higher cost efficiency and guest satisfaction.
 Overall co-ordinating of manpower planning, recruitment, induction & ensuring cultural fit.
Constantly monitoring key performance indicators for departments and taking corrective action.
 Ensuring that all the operational standards set for all the processes are followed.
 Accountable for handling guests, increased guest satisfaction. Evaluated the feedback for further
changes/ improvisations.

Highlights:-

Major assignment:
Spearheaded all major operational activities of Kingfisher Airlines at Pantnagar Airport, as an
Airport Manager starting from Aircraft routing and guest care and satisfaction.
Received several appreciation letters from guests.

Apr-98-Nov’05 with Jet Airways (I)

Worked as Supervisor at IGI Airport New Delhi

Ensured:
o On-Time performance of the flight at the respective station.
o Adherence of company laid down policy & procedures pertaining to airport operation.
o Compliance of requirements laid down by regulatory authorities like DGCA, BCAS & AAI etc.
Coordinated with all agencies at airport and with all concerned departments for better &
smooth functioning.
Maintained high esteem of the Brand Image of the company among passengers and general public
to hold the prestige of the company high.
Pre-flight checks
Supervision of allocation assigned.

Sept’96- Mar’98 with Jaypee Cements as a Sales

Key Deliv erables :-

Ensure sales target are met and same to be reported every fortnightly.
Ensure cash collection are done on daily basis and same deposited in bank.
Work with super-stockist and ensure all procedures are followed as per company standard.
 Maintain list of all agencies and ensure timely visit to maintain supply and demand.
Monitor credit limit of all agencies.

TRAINING

Underwent the following

trainings:
o Ticketing.
o Airport handling.
o Load & Trim.
o Check-in.
o Telephone Etiquette.
o Reservation.
o NCC ‘B’ Certificate holder
o Cargo.
o PIR.
o Ramp Safety.

SCHOLASTICS

1995 B.Com. from Allahabad University.

1992 12th from Boys High School, Allahabad, ISC.
1990 10th from Boys High School, Allahabad, ICSE.

IT FORTE

Well versed with Windows 2000/XP, MS-Office and Internet Applications.

PERSONAL PROFILE
|
Date of Birth : 27th Dec, 1972.
Address : Sector 22 Flat No. 1502 Dwarka New Delhi.110075.
Linguistic Abilities : Punjabi, English and Hindi.
Passport Detail : K0125297. Exp Date: (29 Sep’2021).
Permanent address : 15/211, Luker Gunj Allahabad, Uttar Pradesh: 211001.