Etihad Aviation Group

1 day ago

Premium Guest Recovery Supervisor

✓ 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

Lead, coach, and oversee recovery controllers delivering live, bespoke irregular operations recovery and premium concierge-style re-accommodation for premium guests across the network. Ensure team performance aligns with premium service standards by managing executive escalations, supporting disruption strategy execution, and coordinating cross-functional SLA compliance. Track overbooking and denied boarding risks, oversee premium compensation authorization, and publish daily operational performance reports to drive continuous improvements.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Lead and motivate a team of recovery controllers, performing quality checks and ensuring SLA compliance.
•Deliver concierge escalation by conducting high-touch outbound outreach and personalized phone-call assistance for disrupted premium guests.
•Support Duty Managers with network-wide disruption strategy execution, focusing on passenger welfare and premium ticketing recovery.
•Manage overbooking and inventory risks by tracking overbooked flights and collaborating with Revenue Management and the NOC.
•Oversee premium financial compensation authorization and act as primary advisor for high-profile executive cases, publishing daily incident reporting.

Key Requirements

•Minimum 5 years in high-touch customer service, guest relations, or recovery within aviation, including supervisory experience.
•Desirable minimum of 3 years in airline reservations or check-in roles.
•Extensive exposure to global ticketing and Departure Control Systems (DCS).
•Bachelor’s degree in Business Administration, Aviation, or Hospitality Management.
•Expert command of international passenger rights and GCAA/IATA frameworks.

Experience:5+ yearsAviation

Education:Bachelor's in Business Administration, Aviation, or Hospitality Management

Skills:CoachingQuality assuranceEscalation managementStakeholder coordinationOperational reporting

Languages:English (UK)

Tech Stack:Departure Control Systems (DCS)

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

Premium Guest Recovery Supervisor

✓ 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: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Lead and motivate a team of recovery controllers, performing quality checks and ensuring SLA compliance.
•Deliver concierge escalation by conducting high-touch outbound outreach and personalized phone-call assistance for disrupted premium guests.
•Support Duty Managers with network-wide disruption strategy execution, focusing on passenger welfare and premium ticketing recovery.
•Manage overbooking and inventory risks by tracking overbooked flights and collaborating with Revenue Management and the NOC.
•Oversee premium financial compensation authorization and act as primary advisor for high-profile executive cases, publishing daily incident reporting.

Key Requirements

•Minimum 5 years in high-touch customer service, guest relations, or recovery within aviation, including supervisory experience.
•Desirable minimum of 3 years in airline reservations or check-in roles.
•Extensive exposure to global ticketing and Departure Control Systems (DCS).
•Bachelor’s degree in Business Administration, Aviation, or Hospitality Management.
•Expert command of international passenger rights and GCAA/IATA frameworks.

Experience:5+ yearsAviation

Education:Bachelor's in Business Administration, Aviation, or Hospitality Management

Skills:CoachingQuality assuranceEscalation managementStakeholder coordinationOperational reporting

Languages:English (UK)

Tech Stack:Departure Control Systems (DCS)

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