Guest Relations Officer

About the Role

As a Guest Relations Officer at Etihad Airways, you will be responsible for addressing guest feedback swiftly and effectively. Your role is pivotal in transforming potentially negative situations into positive interactions while safeguarding the esteemed brand reputation of Etihad.

Key Responsibilities

• Conduct thorough investigations to resolve guest issues, communicating persuasively and clearly in writing without errors.
• Manage guest expectations by selecting the most suitable communication channels, thereby avoiding escalation of conflicts.
• Collaborate with internal stakeholders to identify the root causes of complaints comprehensively.
• Comply with company regulations related to data protection and privacy.
• Utilize allocated budgets judiciously for service recovery purposes.
• Apply sound judgment when resolving complex queries, cases involving compensation, or conflict resolution.
• Understand and follow company policies and procedures efficiently to ensure effectiveness.

Qualifications and Skills

• Exceptional written communication skills with error-free and concise articulation.
• Strong conflict avoidance and resolution skills, managing guest interactions calmly and effectively.
• Ability to engage and coordinate with diverse stakeholders to address guest concerns.
• Knowledge of regulatory requirements concerning data privacy and security.
• Proven decision-making capabilities in intricate situations requiring compensation or dispute settlement.
• Familiarity with organizational policies and the ability to work within established frameworks.

Additional Information

Etihad Airways, headquartered in Abu Dhabi, is more than the UAE’s national airline. We are charting the future of international aviation with ambitions encapsulated in our "Journey 2030" strategy to expand our fleet, network, and people for a new era of excellence. Becoming part of Etihad means embracing a vision where the world serves as your workplace and delivering extraordinary experiences is our mission.

Recruitment Fraud Warning: Candidates should be cautious of fraudulent job offers falsely associated with the Etihad group. Etihad Airways never requests personal data, bank details, or payments throughout the recruitment process. Interviews are conducted in person or virtually before any official offer is made. Any monetary requests should be considered fraudulent.