Premium Guest Recovery Supervisor

SmartRecruiters, Inc.; Abu Dhabi; Vor Ort; AED 240.000 - 360.000; Vollzeit

Zusammenfassung

Etihad Airways in Abu Dhabi seeks a Premium Recovery Supervisor to lead a team of recovery controllers delivering bespoke arrangements for disrupted premium guests, with focus on high-value retention and premium service standards.

You will coach the team, manage escalations, coordinate with Duty Managers, and steer disruption responses, overbooking mitigation, and compensation approvals in line with international regulations and Etihad's recovery matrix.

Qualifikationen

• Minimum 5 years in high-touch customer service, guest relations, or recovery within aviation, including explicit supervisory experience.

Aufgaben

• Concierge Escalation: Direct high-touch outbound outreach and bespoke recovery solutions for disrupted premium guests.
• Team Coaching & Quality Assurance: Lead recovery controllers, perform QA checks, ensure SLA compliance.
• Disruption Strategy Execution: Support Duty Managers in implementing network-wide disruption plans.
• Inventory & Overbooking Management: Track overbookings and work with Revenue Management/NOC to minimize denied boardings.
• Executive Case Leadership: Advise Senior Leadership on high-profile executive cases, with rapid resolutions.
• Bespoke Compensation Management: Oversee premium compensation following international regulations and recovery matrix.
• Cross-Functional SLA Compliance: Coordinate with stations, in-flight crews, Maintenance, and Crew Ops to protect premium connections.

Kenntnisse

Customer service

Guest relations

Recovery operations

Supervisory skills

Outreach coordination

Ausbildung

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

Tools

DCS (Departure Control System)

Airline reservations

Global ticketing

Jobbeschreibung

The Premium Recovery Supervisor leads, coaches, and oversees a team of dedicated controllers delivering live, bespoke irregular operations recovery and premium concierge-style re-accommodation for premium guests across the network. This role ensures team performance aligns with Etihad's premium service standards, maximizing high-value customer retention through tailored solutions and direct outbound outreach. The Supervisor supports Duty Managers with operational and strategic decisions, manages executive escalations, and assumes command in their absence.

Key Accountabilities

Concierge Escalation Direct high-touch outbound customer outreach, empowering the team to deliver bespoke recovery solutions and personalized phone-call assistance to disrupted premium guests.

Team Coaching & Quality Assurance Lead and motivate recovery controllers, conducting quality checks per employee to elevate service precision and ensure SLA compliance.

Disruption Strategy Execution Support Duty Managers in implementing network-wide disruption plans, focusing resources on passenger welfare and ticketing recovery for premium guests.

Inventory & Overbooking Management Track overbooked flights and collaborate with Revenue Management and the NOC to minimize premium denied boardings and downgrades.

Executive Case Leadership Act as primary advisor to Senior Leadership on high-profile executive cases, ensuring rapid and satisfactory resolution.

Bespoke Compensation Management Oversee and authorize premium financial compensation, ensuring strict compliance with international regulations and Etihad's recovery matrix.

Cross-Functional SLA Compliance Coordinate with stations, in-flight crews, Maintenance, and Crew Operations to protect premium connections, escalating non-conformance to leadership.

Operational Performance Reporting Consolidate live incident data, publish daily operational reports, identify systemic shortfalls, and introduce premium-centric procedural improvements.

Qualifications

Experience Minimum 5 years in high-touch customer service, guest relations, or recovery within aviation, including explicit supervisory experience.

Technical Background Desirable minimum of 3 years in airline reservations or check-in roles, with extensive exposure to global ticketing and Departure Control Systems (DCS).

Education & Knowledge Bachelor's degree in Business Administration, Aviation, or Hospitality Management. Expert command of international passenger rights, GCAA/IATA frameworks, and premium service recovery methodologies.

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.