Job Description

This role provides operational and administrative support to the Guest Service Delivery department by coordinating service performance activities, consolidating performance data, maintaining documentation, and liaising with internal stakeholders.

The Specialist monitors compliance with service delivery standards to ensure a consistent and elevated hospitality experience across all guest touchpoints. Responsibilities include planning and conducting guest experience audits, mystery shopping, and observations, as well as supporting corrective and preventive actions within the Hospitality Excellence Program.

The role also supports day-to-day operations, including guest satisfaction and Net Promoter Score (NPS) management, participation in working groups and task forces, and full accountability for audit findings closure within agreed timelines.

Key Accountabilities

• Hospitality Excellence Program Execute end-to-end Hospitality Excellence (eX) audits across ground and inflight touchpoints. Plan and conduct audits, log findings, assign owners, and ensure closure within SLA timelines. Collaborate with stakeholders—including Hub and Global Airports, cabin crew, catering, and other functions—to agree on root causes, corrective actions, and resolution timelines. Consolidate results into dashboards (Power BI) and prepare closure and performance reports.

• NPS Management Support Support daily management of guest satisfaction and NPS, cross-referencing audit findings against guest feedback and trends, and contributing to improvement tracking.

• Working Groups & Task Forces Coordinate and support cross-functional working groups, documenting actions, owners, and deadlines, and driving completion of agreed initiatives.

• Standards & Documentation Assist in developing, maintaining, and reviewing Guest Service Delivery standards, audit checklists, survey templates, and program documentation, ensuring alignment between documented standards and observed practices.

• Departmental Support Provide operational and administrative support, consolidate service performance data, maintain records, and prepare reports, presentations, and briefing materials for stakeholders.

• Project Management Support delivery of departmental and cross-functional strategic and tactical projects, ensuring timely execution and alignment with Guest Service Delivery objectives.

Qualifications

• Education Diploma from an accredited institution. A Bachelor’s degree in Hospitality Management, Business Administration, Aviation, or a related field is considered an advantage.

• Experience Minimum of 3 years’ experience in dynamic airline operations, preferably within airport & ground operations, cabin crew, contact center, or other customer-facing roles. Demonstrated exposure to customer experience, service delivery, quality assurance, and compliance environments within aviation or hospitality.

• Technical & Functional Skills Strong understanding of airline operations, guest experience standards, and service delivery frameworks. Skilled in Power BI dashboards and other analytics tools to track service performance. Proficiency with Office365 applications. Ability to interpret data, generate actionable insights, and support decision-making through structured reporting. Familiarity with quality assurance, compliance processes, audits, and service performance monitoring is an advantage. Proficiency in spoken and written English, including presentation skills.

• Behavioral Competencies Demonstrates a strong guest-centric mindset with a passion for delivering exceptional service. Excellent communication and interpersonal skills to engage effectively with diverse stakeholders. High attention to detail with strong problem-solving and decision-making capabilities. Ability to thrive in a fast-paced, dynamic operational environment while maintaining service excellence. Strong teamwork and collaboration skills, with the ability to influence and drive service improvements across functions.

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

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