Guest Relations Officer

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2-3 yearsEducation: bachelorsSkills: ["Communication","Empathy","Problem-solving","Interpersonal skills","Customer service"]

Investigate and resolve guest feedback and complaints promptly, communicating through appropriate channels to manage expectations and prevent escalation. Collaborate with internal teams to identify root causes and drive effective resolutions, while ensuring compliance with policies and data privacy requirements. Handle complex cases, service recovery budgets, and compensation requests using sound judgment, balancing guest satisfaction with business needs to protect Etihad’s brand reputation.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Etihad Aviation Group
Etihad Aviation Group
2 days ago

Guest Relations Officer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Investigate and resolve guest feedback and complaints promptly, communicating through appropriate channels to manage expectations and prevent escalation. Collaborate with internal teams to identify root causes and drive effective resolutions, while ensuring compliance with policies and data privacy requirements. Handle complex cases, service recovery budgets, and compensation requests using sound judgment, balancing guest satisfaction with business needs to protect Etihad’s brand reputation.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Investigate and resolve guest feedback and complaints in a timely, professional, and empathetic manner.
  • •Communicate with guests through appropriate channels, managing expectations and preventing escalation.
  • •Collaborate with internal stakeholders to identify root causes and drive effective resolutions.
  • •Ensure compliance with company policies and regulatory requirements, including data privacy and data protection.
  • •Manage service recovery budgets responsibly and apply compensation in line with company guidelines while handling complex cases.

Key Requirements

  • •Bachelor's degree or equivalent qualification.
  • •Minimum 2-3 years of experience in Guest Relations, Customer Service, Hospitality, Aviation, or a similar customer-facing environment.
  • •Experience handling guest complaints and service recovery processes.
  • •Excellent verbal and written communication skills in English.
  • •Proficiency in Microsoft Office applications and customer service systems.
Experience:2-3 yearsHospitalityAviation
Education:Bachelor's
Skills:CommunicationEmpathyProblem-solvingInterpersonal skillsCustomer service
Languages:English
Tech Stack:Microsoft Office

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
Glassdoor: 3.6
WebsiteLinkedInGlassdoor