Premium Guest Recovery Supervisor

Role Overview

Premium Guest Recovery Supervisor at Etihad Airways. This role is based at the airline's hub in Abu Dhabi and leads the premium guest recovery operation across the network.

Company Overview

Etihad Airways is the UAE's national airline, connecting people across continents and cultures from its Abu Dhabi hub. The airline is executing its "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.

Role Purpose

Lead, coach, and oversee a dedicated team of controllers delivering live, bespoke irregular operations recovery and premium concierge-style re-accommodation for premium guests across the network. Ensure team performance aligns with Etihad's premium service standards, maximize high-value customer retention through tailored solutions and direct outbound outreach, and support Duty Managers with operational and strategic decisions while managing executive escalations.

Key Responsibilities

Concierge Escalation & Outreach

• Lead direct high-touch outbound customer outreach to disrupted premium guests.
• Empower the team to deliver bespoke recovery solutions and personalized phone-call assistance.

Team Leadership & Quality Assurance

• Lead and motivate recovery controllers to elevate service precision.
• Conduct quality checks per employee to ensure SLA compliance.

Operational Strategy & Planning

• Support Duty Managers in implementing network-wide disruption plans.
• Focus resources on passenger welfare and ticketing recovery for premium guests.
• Act as primary advisor to Senior Leadership on high-profile executive cases, ensuring rapid and satisfactory resolution.

Inventory & Revenue Coordination

• Track overbooked flights and collaborate with Revenue Management and the Network Operations Centre to minimize premium denied boardings and downgrades.

Compensation & Compliance

• Oversee and authorize premium financial compensation.
• Ensure strict compliance with international regulations and Etihad's recovery matrix.

Cross-Functional Coordination

• Coordinate with stations, in-flight crews, Maintenance, and Crew Operations to protect premium connections.
• Escalate non-conformance to leadership.

Reporting & Continuous Improvement

• Consolidate live incident data and publish daily operational reports.
• Identify systemic shortfalls and introduce premium-centric procedural improvements.

Qualifications & Experience

• Minimum 5 years in high-touch customer service, guest relations, or recovery within aviation, including explicit supervisory experience.
• Minimum 3 years in airline reservations or check-in roles (desirable), with extensive exposure to global ticketing and Departure Control Systems (DCS).
• Bachelor's degree in Business Administration, Aviation, or Hospitality Management.

Skills & Competencies

• Expert command of international passenger rights, GCAA/IATA frameworks, and premium service recovery methodologies.
• Proficiency with Departure Control Systems (DCS).
• High-touch customer service delivery.
• Team coaching and quality assurance.
• Operational planning and cross-functional coordination.