Premium Guest Experience Specialist

Etihad Airways; Abu Dhabi; On-site; AED 90,000 - 130,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking a Premium Guest Relations professional to deliver personalised, seamless service to our premium passengers through the Contact Centre. You will handle reservations, upgrades, ticketing and special services with discretion, empathy and upselling where appropriate.

Join a team that upholds Etihad’s premium standards, liaises with Airport Services and Concierge, and ensures loyalty and revenue growth while protecting data and delivering extraordinary

Qualifications

• Minimum High School certification or higher.
• Previous contact centre work experience required.

Responsibilities

• Manage premium passenger queries and requests via phone, email, or chat with professionalism, discretion, and empathy.
• Provide accurate information and assistance across reservations, upgrades, ticketing, and special services, ensuring premium care at every step.
• Anticipate passenger needs and proactively offer tailored solutions or upselling opportunities that enhance the customer journey.
• Liaise with internal departments (Airport Services, Concierge, Chauffeur, etc.) to ensure seamless delivery of premium experiences.
• Maintain complete and accurate records of interactions in accordance with data protection and service standards.
• Demonstrate expert knowledge of Etihad’s premium products, policies, and procedures to resolve complex customer issues efficiently.
• Uphold service excellence benchmarks, contributing to Etihad’s Premium brand reputation and customer loyalty.

Skills

Customer service

Empathy

Discretion

Upselling

Education

High School or equivalent

Job description

Etihad Airways in Abu Dhabi is seeking a Premium Guest Relations professional to deliver personalised, seamless service to our premium passengers through the Contact Centre. You will handle reservations, upgrades, ticketing and special services with discretion, empathy and upselling where appropriate.

Join a team that upholds Etihad’s premium standards, liaises with Airport Services and Concierge, and ensures loyalty and revenue growth while protecting data and delivering extraordinary