Guest Relations Officer

About the role

The Guest Relations Officer is responsible for investigating and responding to guest feedback in a timely and appropriate manner. This role protects Etihad’s brand by turning negative experiences into positive outcomes while adhering to service level agreements.

Key responsibilities

• Fully investigate each guest issue, communicate persuasively and produce clear, error‑free written responses.
• Manage guest expectations through the most suitable communication channel and prevent conflict escalation.
• Engage with internal stakeholders to identify the root cause of complaints.
• Ensure compliance with data protection, privacy and other regulatory requirements.
• Control the budget allocated for service recovery and make sound decisions on compensation.
• Apply sound judgement when handling complex queries, cases and conflict resolution.
• Demonstrate a solid understanding of Etihad policies and processes to work efficiently.

Required profile

• Excellent written communication with attention to detail.
• Ability to manage expectations and de‑escalate conflicts.
• Strong analytical skills to uncover root causes.
• Knowledge of data protection and privacy regulations.
• Judgement and decision‑making skills for complex situations.
• Familiarity with company policies and budget management.

Required skills

What we offer

• Opportunity to work for a leading global airline.
• Career development within Etihad’s ambitious “Journey 2030” plan.
• Dynamic, multicultural work environment.