Head of Guest Relations & Service Excellence

Etihad Airways; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline in Abu Dhabi is seeking a Manager Guest Relations to oversee Guest Relations and Baggage Claims teams. This role involves developing customer care strategies, managing vendor performance, and coaching teams to deliver exceptional service. The ideal candidate will have a degree and at least 5 years of managerial experience in customer service. This position plays a key role in enhancing the customer experience and addressing guest complaints effectively.

Qualifications

• Minimum 5 years’ experience in customer service or guest relations management.
• Knowledge of baggage claims handling and aviation regulations is an advantage.

Responsibilities

• Develop and implement Guest Relations and Customer Care strategy.
• Manage outsourced vendor teams for Baggage Claims and Flight Disruption.
• Coach and mentor Guest Relations department teams.
• Support stakeholders on guest complaint resolution.
• Oversee completion of team activities and manage escalations.

Skills

Customer service management

Team leadership

Stakeholder engagement

Performance evaluation

Education

Degree level education or equivalent

Job description

A leading airline in Abu Dhabi is seeking a Manager Guest Relations to oversee Guest Relations and Baggage Claims teams. This role involves developing customer care strategies, managing vendor performance, and coaching teams to deliver exceptional service. The ideal candidate will have a degree and at least 5 years of managerial experience in customer service. This position plays a key role in enhancing the customer experience and addressing guest complaints effectively.