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 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.

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.

To learn more visit www.etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.