24/7 Premium Guest Recovery Concierge

Etihad

Abu Dhabi

On-site

AED 120,000 - 190,000

Full time

8 days ago

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Job summary

Etihad Airways, rooted in Abu Dhabi, seeks a Controller to manage and deliver live recovery solutions for disrupted premium guests, maintaining premium service standards. You will act as a 24/7 concierge-style recovery agent, providing proactive support and tailoring re-accommodation while safeguarding retention and loyalty.

Authorized to make real-time operational and financial recovery decisions, you will minimize disruption and protect the premium guest experience.

Qualifications

Minimum 5 years in airline operations or customer service, with at least 3 years in Operations Control, Hub, or Reservation environments.
Minimum 2 years in reservations or check-in for internal applicants, with a strong technical background in passenger service systems.

Responsibilities

Concierge Recovery: Initiate direct outbound calls to disrupted premium guests, offering personalized care and bespoke recovery packages.
24/7 Live Disruption Control: Maintain continuous oversight of the global network and execute end-to-end recovery strategies for premium passengers.
Premium Re-accommodation: Deliver rapid, high-touch re-accommodation options balancing commercial considerations and alliances.
Ad Hoc Ticketing Solutions: Provide live support for complex ticketing issues, equipment swaps and reissues.
Guest Welfare & Contingency: Authorize and execute premium recovery packages and airport arrangements in line with regulations.
Cross-Functional Escalation: Coordinate with in-flight crews, Maintenance, Medical Teams, and station managers.
Incident Tracking & Analytics: Log service failures and generate premium displacement/downgrade metrics.