Concierge Recovery Team Lead

SmartRecruiters, Inc.; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

Etihad Airways in Abu Dhabi seeks a Premium Recovery Supervisor to lead a team of recovery controllers delivering bespoke arrangements for disrupted premium guests, with focus on high-value retention and premium service standards.

You will coach the team, manage escalations, coordinate with Duty Managers, and steer disruption responses, overbooking mitigation, and compensation approvals in line with international regulations and Etihad's recovery matrix.

Qualifications

• Minimum 5 years in high-touch customer service, guest relations, or recovery within aviation, including explicit supervisory experience.

Responsibilities

• Concierge Escalation: Direct high-touch outbound outreach and bespoke recovery solutions for disrupted premium guests.
• Team Coaching & Quality Assurance: Lead recovery controllers, perform QA checks, ensure SLA compliance.
• Disruption Strategy Execution: Support Duty Managers in implementing network-wide disruption plans.
• Inventory & Overbooking Management: Track overbookings and work with Revenue Management/NOC to minimize denied boardings.
• Executive Case Leadership: Advise Senior Leadership on high-profile executive cases, with rapid resolutions.
• Bespoke Compensation Management: Oversee premium compensation following international regulations and recovery matrix.
• Cross-Functional SLA Compliance: Coordinate with stations, in-flight crews, Maintenance, and Crew Ops to protect premium connections.

Skills

Customer service

Guest relations

Recovery operations

Supervisory skills

Outreach coordination

Education

Bachelor's degree in Business Administration, Aviation, or Hospitality Management

Tools

DCS (Departure Control System)

Airline reservations

Global ticketing

Job description

Etihad Airways in Abu Dhabi seeks a Premium Recovery Supervisor to lead a team of recovery controllers delivering bespoke arrangements for disrupted premium guests, with focus on high-value retention and premium service standards.

You will coach the team, manage escalations, coordinate with Duty Managers, and steer disruption responses, overbooking mitigation, and compensation approvals in line with international regulations and Etihad's recovery matrix.