Premium Guest Recovery Leader — Arabic/English

Etihad food group; Abu Dhabi; On-site; AED 250,000 - 420,000; Full time

Job summary

Etihad Airways in Abu Dhabi seeks a Premium Recovery Supervisor to lead a high-touch team of controllers delivering bespoke recovery for premium guests, overseeing escalations, and aligning with premium service standards.

You will coach staff, monitor SLA, coordinate with Revenue Management, NOC, and flight operations to minimize denied boardings, while ensuring compliant compensation and executive case handling.

Qualifications

• Minimum 5 years in high-touch customer service, guest relations, or recovery within aviation, including explicit supervisory experience.
• Desirable minimum of 3 years in airline reservations or check-in roles, with extensive exposure to global ticketing and Departure Control Systems (DCS).
• Bachelor's degree in Business Administration, Aviation, or Hospitality Management; knowledge of international passenger rights and premium service recovery methodologies.

Responsibilities

• Direct high-touch outbound customer outreach, empowering the team to deliver bespoke recovery solutions and personalized phone-call assistance to disrupted premium guests.
• Lead and motivate recovery controllers, conducting quality checks per employee to elevate service precision and ensure SLA compliance.
• Support Duty Managers in implementing network-wide disruption plans, focusing resources on passenger welfare and ticketing recovery for premium guests.
• Track overbooked flights and collaborate with Revenue Management and the NOC to minimize premium denied boardings and downgrades.
• Act as primary advisor to Senior Leadership on high-profile executive cases, ensuring rapid and satisfactory resolution.
• Oversee and authorize premium financial compensation, ensuring strict compliance with international regulations and Etihad's recovery matrix.
• Coordinate with stations, in-flight crews, Maintenance, and Crew Operations to protect premium connections, escalating non-conformance to leadership.
• Consolidate live incident data, publish daily operational reports, identify systemic shortfalls, and introduce premium-centric procedural improvements.

Skills

Team leadership

Customer service

Outreach communications

Quality assurance

Disruption management

Education

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

Tools

Departure Control Systems (DCS)

Ticketing systems

Job description

Etihad Airways in Abu Dhabi seeks a Premium Recovery Supervisor to lead a high-touch team of controllers delivering bespoke recovery for premium guests, overseeing escalations, and aligning with premium service standards.

You will coach staff, monitor SLA, coordinate with Revenue Management, NOC, and flight operations to minimize denied boardings, while ensuring compliant compensation and executive case handling.