VIP Travel Concierge & Guest Experience Lead

Etihad; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

Etihad Airways is seeking a Reservations Agent to manage VIP, CIP and Residence bookings for Teams and Residence members from Abu Dhabi. You will handle bookings, ticketing, redemptions, and special requests, coordinating with multiple service delivery teams and maintaining guest data with a focus on personalised service.

The role requires Arabic fluency, at least secondary education, and 3 years of contact centre experience.

Qualifications

• 3 years of contact centre experience with strong customer service skills.
• Fluency in Arabic is required.
• Education to at least secondary level; courses in reservation and ticketing preferred.

Responsibilities

• Handle VIP, CIP, Khaas/Exclusive and Residence bookings.
• Manage Etihad Guest redemptions for the Teams circle.
• Coordinate with service delivery areas for special requests (e.g., charter flights).
• Oversee travel journey bookings across the global Etihad network and maintain relationships with delivery teams.
• Respond to guest emails and manage queues; produce daily shift reports.

Skills

Customer service

Communication

Education

Secondary education

Reservation and ticketing courses

Tools

Booking engines

Ticketing systems

Job description

Etihad Airways is seeking a Reservations Agent to manage VIP, CIP and Residence bookings for Teams and Residence members from Abu Dhabi. You will handle bookings, ticketing, redemptions, and special requests, coordinating with multiple service delivery teams and maintaining guest data with a focus on personalised service.

The role requires Arabic fluency, at least secondary education, and 3 years of contact centre experience.