Guest Relations Officer

Role Overview

Guest Relations Officer at Etihad Airways. The role is based at the company's hub in Abu Dhabi.

Company Overview

Etihad Airways is the UAE's national airline, operating from its hub in Abu Dhabi and connecting people across continents and cultures. The organization is executing its "Journey 2030" strategy to double its fleet, expand its network, and grow its people.

Role Purpose

Provide exceptional support to guests by investigating and responding to feedback in a timely, professional, and empathetic manner. Build positive relationships with guests to transform negative experiences into positive outcomes while protecting and enhancing Etihad Airways' reputation and brand.

Key Responsibilities

Guest Support & Resolution

• Investigate and resolve guest feedback and complaints in a timely and professional manner.
• Communicate with guests through the most appropriate channels, managing expectations and preventing escalation.
• Exercise sound judgment when handling complex cases, compensation requests, and conflict situations.

Stakeholder Collaboration & Root Cause Analysis

• Collaborate with internal stakeholders to identify root causes and drive effective resolutions.
• Apply a strong understanding of Etihad policies, procedures, and service standards to deliver effective outcomes.

Compliance & Budget Management

• Ensure compliance with company policies and regulatory requirements, including data privacy and data protection.
• Manage service recovery budgets responsibly and apply compensation in line with company guidelines.

Brand & Business Protection

• Balance guest satisfaction with business needs while protecting and enhancing the Etihad brand.

Qualifications & Experience

• Bachelor's degree or equivalent qualification.
• Minimum 2–3 years of experience in Guest Relations, Customer Service, Hospitality, Aviation, or a similar customer-facing environment.
• Experience handling guest complaints and service recovery processes.

Skills & Competencies

• Excellent verbal and written communication skills in English.
• Additional language proficiency is an advantage.
• Strong customer service orientation and guest advocacy mindset.
• Ability to handle challenging situations with professionalism and empathy.
• Strong interpersonal, influencing, and problem-solving skills.
• Proficiency in Microsoft Office applications and customer service systems.
• Ability to work effectively in a fast-paced, multicultural environment.