Manager 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

Let your career take off with the World’s Leading Airline, Etihad Airways. Work in the forefront of the airline and travel industry, with the airline that has reimagined the flying experience through its pioneering products and services.

The Manager Guest Relations has overall responsibility for the Guest Relations and Baggage Claims teams. A key role in the Customer Care Leadership team, the Manager Guest Relations sets the vision and strategy, whilst ensuring processes and procedures enable the team to meet business objectives and work to measurement frameworks and SLAs. The manager is also responsible for BPO Vendor Management for the Baggage Claims and Flight Disruption teams.

Accountabilities

• Plan, develop and implement the Guest Relations and Customer Care strategy, to ensure an exceptional customer experience, and maintain departmental integrity and values. Responsible for setting and controlling of allocated budget used for service recovery, including ensuring compensation practices remain consistent, fair, and data‑driven.
• Manage outsourced vendor Teleperformance teams, for Baggage Claims and Flight Disruption. Constantly assess vendor performance and establish review mechanisms to ensure quality control and increase operational efficiency and customer satisfaction.
• Coach, mentor, and direct the Guest Relations department/supervisory team, driving a culture of continuous service improvement.
• Evaluate and audit Guest Relations Officers’ performance, to ensure effective resolution, identify improvement opportunities, and provide appropriate support and feedback, while strengthening capability through structured coaching and development plans.
• Coach and develop teams to deliver exceptional and consistent guest service recovery, ensuring alignment with Etihad’s service culture and brand values.
• Support and advise stakeholders and Executives on effective guest complaint resolution, providing insights that influence policy, process, and customer‑experience enhancements.
• Manage Guest Relations and Baggage Supervisors to control, monitor and regulate compensation.
• Manage escalations from Etihad executives, to investigate and resolve the issue, with urgency, accuracy, and clear communication.
• Ensure regular reporting on quality measures and standards is completed and communicated to internal and external stakeholders, translating analysis into actions, with a focus on identifying repeat issues and driving preventive solutions.
• Build effective relationships with stakeholders, working together to resolve identified trends and/or systemic problems and reports from Guest Relations/Baggage Claims, collaborating cross‑functionally to address root causes and improve end‑to‑end customer journeys.
• Oversee completion of team activities, ensuring channels are effectively managed; mailbox, CRM workflow activities, daily responsibilities, to deliver against KPIs and SLAs.
• Record, track, and communicate regularly with Executives and Director Customer Care, on trends, improvements, and business outcomes.

Education & Experience

• Degree level education preferred, or equivalent.
• Minimum 5 years’ experience in management in customer service, customer care operations, or guest relations.
• Knowledge of baggage claims handling and aviation regulatory requirements is an advantage.

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

Manager Guest Relations Service Excellence • Abu Dhabi, AE