Thoithoi Thingbaijam

I am an experienced Airport Passenger & Hospitality Services Manager with a strong track record of leading frontline teams, elevating guest experience, and ensuring smooth end‑to‑end passenger operations in a fast‑paced airport environment. With hands‑on expertise in hospitality, customer service, and operational coordination, I bring a people‑first leadership style that consistently improves service quality, efficiency, and customer satisfaction.

In my role, I oversee daily terminal operations, manage hospitality staff, address passenger needs, and collaborate closely with stakeholders—including airlines, security teams, and ground partners—to maintain high service standards. I am known for my calm, solution‑oriented approach, especially during peak hours and irregular operations, ensuring both passengers and staff feel supported.

My strengths include team motivation, conflict resolution, process improvement, and the ability to create a welcoming environment that reflects the brand’s service culture. I take pride in leading by example, communicating clearly, and building positive relationships across all levels of the airport ecosystem.

I am now seeking a new opportunity where I can leverage my customer-centric mindset, operational expertise, and leadership skills to enhance the hospitality experience and drive memorable experiences for guests.

An aviation hospitality professional with over 14 years of experience in airport operations, VIP services, lounge management, and team leadership across major international airports including Hong Kong, New Delhi, and Bangalore.

Core Strengths

• Airport Passenger Services (APS), VIP Meet & Assist
• Lounge Operations (VIP & Airport Lounges)
• People Management, Training & Coaching
• SOP Development & Implementation
• JIRA management and UAT handling
• Operational Restructuring & Process Improvement
• Sales Goal Setting, Inventory & Asset Management
• Strong communication, customer service, and problem‑solving skills

Bachelor’s Degree – Science (2011)

• Biramangol College, Manipur University
  A completed undergraduate degree forming a strong academic foundation for communication, management, and professional development roles.
• Diploma in Aviation, Hospitality & Management (2010) AHM Institute, Imphal (Manipur)
  A specialised professional diploma providing core knowledge in aviation operations, hospitality service standards, airport procedures, and customer service management—directly relevant to your career in airport passenger services and lounge operations.