Premium Guest Recovery Supervisor

Job Description

To lead, coach, and oversee a team of dedicated controllers delivering live, bespoke, irregular operations recovery and premium concierge-style re-accommodation tailored specifically for all premium guests across the network. This role ensures that team performance aligns with Etihad’s premium service standards, maximizing high-value customer retention through bespoke solutions, and direct outbound outreach. The Supervisor assists Duty Managers with operational and strategic decisions, managing Executive escalations, and taking command during the Duty Manager's absence.

Accountabilities

• Concierge Escalation: Manage and direct high-touch outbound customer outreach, empowering the team to deliver bespoke recovery solutions and personalized phone-call assistance to disrupted premium guests.

• Team Coaching & Quality Assurance: Lead and motivate a team of premium recovery controllers, executing quality checks per employee to continually elevate service precision and defined SLA compliance.

• Disruption Strategy Execution: Support Duty Managers in driving network-wide disruption plans, focusing operational resources on immediate passenger welfare and ticketing recovery for every affected premium guest.

• Inventory & Overbooking Management: Track overbooked flights and collaborate with Revenue Management and the NOC to establish proactive mitigation solutions that minimize premium denied boardings and downgrades.

• Executive Case Leadership: Act as the primary advisor to Senior Leadership on the high-touch handling, advisory drafting, and rapid, satisfactory resolution of high-profile executive ('Exec') cases.

• Bespoke Compensation Management: Oversee and authorize premium financial compensation, ensuring strict alignment with international regulatory frameworks and the service recovery matrix.

• Cross-Functional SLA Compliance: Coordinate with network stations, aircraft in-flight, Maintenance, and Crew Operations to ensure premium passenger connection protection, escalating service non-conformance to leadership.

• Operational Performance Reporting: Consolidate live incident data to publish daily operational reports, identify systemic shortfalls, and introduce premium-centric procedural adjustments to the department's handbook.

Education & Experience

Experience: Min. 5 years in high-touch customer service, guest relations, or recovery in aviation, including explicit supervisory experience.

• Technical Background: Desirable min. 3 years in airline reservations or check-in roles with extensive exposure to global ticketing and Departure Control Systems (DCS).

• Education & Knowledge: Bachelor’s degree in Business Administration, Aviation, or Hospitality Management. Expert command of international passenger rights, GCAA/IATA frameworks, and premium service recovery methodologies.

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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