Premium Guest Recovery Supervisor (Bilingual Arabic/English)

Role Overview

Premium Guest Recovery Supervisor (Bilingual Arabic/English) at Etihad Airways. Based in Abu Dhabi.

Company Overview

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

Role Purpose

Lead and oversee a team of recovery 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.

Key Responsibilities

Concierge Escalation & Customer 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.

Disruption Strategy & Operations

• Support Duty Managers in implementing network-wide disruption plans.
• Focus resources on passenger welfare and ticketing recovery for premium guests.
• Assume command in the absence of Duty Managers.

Inventory & Revenue Collaboration

• Track overbooked flights and collaborate with Revenue Management and the NOC.
• Minimize premium denied boardings and downgrades.

Executive Case Leadership

• Act as primary advisor to Senior Leadership on high-profile executive cases.
• Ensure rapid and satisfactory resolution.

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.

Operational Performance & Reporting

• 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.
• Explicit supervisory experience required.
• Desirable minimum of 3 years in airline reservations or check-in roles.
• 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.
• Fluency in Arabic and English required.