Guest Relations Officer

Job Description

To investigate and respond to guest feedback in a timely and appropriate manner. Adhere to SLAs and manage the relationship with guests to help turn a negative experience into a positive one, whilst protecting Etihad’s brand

Accountabilities

• Fully investigate and resolve the issue, speaks persuasively and convincingly and produces clear concise, error free writing, free of punctuation or grammatical errors

• Manage the expectations of the guest throughout, using the most appropriate channel and avoid conflict escalation

• Engage with stakeholders and fully investigate the root cause of the complaint

• Adhere to company regulatory requirements such as data protection, data privacy etc.

• Ensure careful use of allocated budget used for service recovery

• Use sound judgement when making decisions in complex queries, cases, compensation or conflict resolution

• Sufficiently understands EY policies and processes to work efficiently and effectively

• Clearly understands the implications of situations and uses sound judgement when making decisions for complex queries, cases, compensation or conflict resolution

· 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 is

Knowledge 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.

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.

To learn more visit www.etihad.com

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