Premium Guest Recovery Supervisor (Bilingual Arabic/English)

About the role

The Premium Guest Recovery Supervisor leads a team of controllers who provide live, bespoke recovery and concierge‑style re‑accommodation for premium passengers across Etihad’s network. The role combines high‑touch outbound outreach, strategic disruption handling and executive case management to protect high‑value customer relationships.

Key responsibilities

• Direct high‑touch outbound outreach to disrupted premium guests, delivering personalized recovery solutions.
• Lead, coach and quality‑check recovery controllers to ensure service precision and SLA compliance.
• Support Duty Managers in executing network‑wide disruption strategies focused on passenger welfare and ticketing recovery.
• Track overbooked flights and collaborate with Revenue Management and NOC to minimise denied boardings and downgrades for premium travelers.
• Act as primary advisor on high‑profile executive cases, ensuring rapid and satisfactory resolution.
• Oversee and authorize premium financial compensation in line with international regulations and Etihad’s recovery matrix.
• Coordinate with stations, in‑flight crews, Maintenance and Crew Operations to protect premium connections and escalate non‑conformance.
• Consolidate live incident data, publish daily operational reports and drive procedural improvements.

Required profile

• Minimum 5 years in high‑touch customer service, guest relations or aviation recovery, including supervisory experience.
• At least 3 years in airline reservations or check‑in roles with exposure to global ticketing and Departure Control Systems (DCS).
• Bachelor’s degree in Business Administration, Aviation or Hospitality Management.
• Expert knowledge of international passenger‑rights regulations, GCAA/IATA frameworks and premium service recovery methodologies.

Required skills

• Proficiency with Departure Control Systems (DCS).
• Experience using global ticketing systems.