Requirements
The ideal candidate will possess a Bachelor's degree and 2-3 years of experience in guest relations, customer service, hospitality, or aviation. Proficiency in English, strong customer service orientation, and excellent problem-solving skills are essential. Experience in handling guest complaints and service recovery is required.
Description
Job description / Role
Job Type
Full Time
Job Location
UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Travel, Hotel & Tourism
Job description
The guest relations specialist is responsible for investigating and responding to guest feedback in a timely and appropriate manner. By adhering to SLAs and managing guest relationships with care, the role helps transform negative experiences into positive outcomes while safeguarding Etihad’s brand reputation.
Key accountabilities
Issue resolution
Fully investigate and resolve guest concerns, communicating persuasively and producing clear, concise, error-free written responses.
Expectation management
Manage guest expectations throughout the process, using the most appropriate communication channel and preventing conflict escalation.
Root cause investigation
Engage with stakeholders to identify the underlying causes of complaints and ensure corrective actions are implemented.
Regulatory compliance
Adhere to company requirements including data protection, privacy, and other regulatory standards.
Service recovery budget
Ensure careful and responsible use of allocated budgets for service recovery initiatives.
Decision-making
Apply sound judgment in complex queries, compensation cases, and conflict resolution, balancing guest satisfaction with company policy.
Policy knowledge
Demonstrate strong understanding of Etihad policies and processes to work efficiently and effectively.
Situational awareness
Clearly assess the implications of guest situations and use sound judgment to deliver fair, effective resolutions.
Qualifications
Bachelor’s degree
Minimum 2–3 years of experience in guest relations, customer service, hospitality, aviation, or a similar customer-facing environment
Experience in handling guest complaints and service recovery processes
Knowledge and skills
Excellent verbal and written communication skills in English
Additional language proficiency would be an advantage
Strong customer service orientation and guest advocacy mindset
Ability to manage challenging situations with professionalism and empathy
Excellent interpersonal, influencing, and problem-solving skills
Proficiency in Microsoft Office applications and customer service systems
Ability to work in a fast-paced and multicultural environment
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.
About the Company
Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.
With Etihad, everyone who flies with us is welcomed as our guest.
This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.
Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.
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