Etihad Aviation Group

1 day ago

Guest Service Delivery Officer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Coordinate operational and administrative support for the Guest Service Delivery department by planning and executing Hospitality Excellence audits across ground and inflight touchpoints. Monitor compliance with service standards, manage NPS and guest satisfaction support, and consolidate performance results into Power BI dashboards and reports. Drive closure of audit findings within SLAs by partnering with cabin crew, catering, hub and airport stakeholders, and supporting cross-functional working groups and projects.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Mid level

Key Responsibilities

•Execute end-to-end Hospitality Excellence (eX) audits across ground and inflight touchpoints, including planning, logging findings, assigning owners, and ensuring SLA-based closure.
•Support daily management of guest satisfaction and NPS by cross-referencing audit findings against guest feedback and trends.
•Coordinate cross-functional working groups and task forces by documenting actions, owners, and deadlines and driving initiative completion.
•Assist in developing and maintaining Guest Service Delivery standards, audit checklists, survey templates, and program documentation to align standards with observed practices.
•Provide day-to-day departmental support by consolidating service performance data, maintaining records, preparing reports/presentations, and supporting corrective/preventive actions within the program.

Key Requirements

•Diploma from an accredited institution; a Bachelor’s degree in Hospitality Management, Business Administration, Aviation, or related field is an advantage.
•Minimum of 3 years’ experience in dynamic airline operations, preferably in airport/ground operations, cabin crew, contact center, or other customer-facing roles.
•Demonstrated exposure to customer experience, service delivery, quality assurance, and compliance environments in aviation or hospitality.
•Strong understanding of airline operations and guest experience/service delivery frameworks.
•Skilled in Power BI dashboards and Office365; proficient in English (spoken and written), including presentation skills.

Experience:3+ years

Education:Certification / Diploma

Skills:Guest-centric mindsetCommunicationInterpersonal skillsProblem-solvingTeamwork

Languages:English

Tech Stack:Power BIOffice365

Company Brief

Etihad Aviation Group

Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

1 day ago

Guest Service Delivery Officer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Mid level

Key Responsibilities

•Execute end-to-end Hospitality Excellence (eX) audits across ground and inflight touchpoints, including planning, logging findings, assigning owners, and ensuring SLA-based closure.
•Support daily management of guest satisfaction and NPS by cross-referencing audit findings against guest feedback and trends.
•Coordinate cross-functional working groups and task forces by documenting actions, owners, and deadlines and driving initiative completion.
•Assist in developing and maintaining Guest Service Delivery standards, audit checklists, survey templates, and program documentation to align standards with observed practices.
•Provide day-to-day departmental support by consolidating service performance data, maintaining records, preparing reports/presentations, and supporting corrective/preventive actions within the program.

Key Requirements

•Diploma from an accredited institution; a Bachelor’s degree in Hospitality Management, Business Administration, Aviation, or related field is an advantage.
•Minimum of 3 years’ experience in dynamic airline operations, preferably in airport/ground operations, cabin crew, contact center, or other customer-facing roles.
•Demonstrated exposure to customer experience, service delivery, quality assurance, and compliance environments in aviation or hospitality.
•Strong understanding of airline operations and guest experience/service delivery frameworks.
•Skilled in Power BI dashboards and Office365; proficient in English (spoken and written), including presentation skills.

Experience:3+ years

Education:Certification / Diploma

Skills:Guest-centric mindsetCommunicationInterpersonal skillsProblem-solvingTeamwork

Languages:English

Tech Stack:Power BIOffice365

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor