Guest Relations Officer

Etihad Airways; Abu Dhabi; On-site; AED 90,000 - 150,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking a Customer Service/Guest Relations professional to transform negative guest experiences into positive outcomes while protecting the brand.

In this role you will collaborate with internal teams to identify root causes, ensure privacy compliance, and apply service standards to recover guest satisfaction across channels, supporting a multicultural guest base.

Qualifications

• 2–3 years experience in Guest Relations, Customer Service, Hospitality, Aviation, or a similar customer-facing environment.
• Experience handling guest complaints and service recovery processes.
• Excellent verbal and written communication skills in English.
• Additional language proficiency is an advantage.

Responsibilities

• 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.
• Collaborate with internal stakeholders to identify root causes and drive effective resolutions.
• 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.
• Exercise sound judgment when handling complex cases, compensation requests, and conflict situations.
• Apply a strong understanding of Etihad policies, procedures, and service standards to deliver effective outcomes.
• Balance guest satisfaction with business needs while protecting and enhancing the Etihad brand.

Skills

Verbal communication

Written communication

Customer service

Empathy

Problem-solving

Interpersonal skills

Multicultural teamwork

Microsoft Office

Guest relations

Tools

Microsoft Office

Job description

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.

Accountabilities

• 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.
• Collaborate with internal stakeholders to identify root causes and drive effective resolutions.
• 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.
• Exercise sound judgment when handling complex cases, compensation requests, and conflict situations.
• Apply a strong understanding of Etihad policies, procedures, and service standards to deliver effective outcomes.
• Balance guest satisfaction with business needs while protecting and enhancing the Etihad brand.

Qualifications

• 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.
• 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.

Additional Information

Etihad Airways is more than the UAE's national airline - we're shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our "Journey 2030" ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.