Guest Relations Officer

Overview

The Guest Relations Officer plays a vital role in delivering outstanding support to guests by carefully investigating and addressing feedback promptly and with empathy. This position aims to create positive guest experiences even when encountering challenges, safeguarding and enhancing the Etihad Airways brand reputation.

Key Responsibilities

• Promptly investigate and resolve complaints and feedback from guests in a professional manner.
• Communicate with guests through suitable channels, manage expectations, and prevent escalation.
• Work closely with internal teams to understand root causes and implement effective solutions.
• Adhere to company policies and comply with regulations, including those related to data privacy and protection.
• Manage service recovery budgets responsibly by awarding compensation in alignment with company guidelines.
• Exercise good judgement in managing complex cases, compensation requests, and conflicts.
• Utilize thorough knowledge of Etihad’s policies, procedures, and service standards to achieve optimal outcomes.
• Balance guest satisfaction with business interests to protect and promote the Etihad brand.

Qualifications and Experience

• A bachelor’s degree or an equivalent qualification is required.
• At least 2 to 3 years of experience in guest relations, customer service, hospitality, aviation, or a related customer-facing role.
• Proven experience managing guest complaints and handling service recovery processes.

Skills and Competencies

• Excellent written and spoken English communication skills; additional language skills are an advantage.
• Strong customer service focus and the ability to advocate for guest needs.
• Capability to handle difficult situations professionally and empathetically.
• Effective interpersonal, influencing, and problem-solving abilities.
• Familiarity with Microsoft Office and customer service software tools.
• Able to perform efficiently in a dynamic, multicultural, and fast-paced work environment.

Additional Details

Etihad Airways is a leader in global aviation based in Abu Dhabi. The airline pursues ambitious growth plans under the “Journey 2030” vision, aiming to expand its fleet and network while cultivating talent to deliver exceptional travel experiences. The company warns applicants to be cautious of recruitment scams and states that it will never request sensitive personal or financial information during recruitment. Interviews are conducted either in person or through video/telephone before any job offer is made.