Premium Guest Recovery Supervisor (Bilingual Arabic/English)

About the role

The Premium Guest Recovery Supervisor leads, coaches, and oversees a team of dedicated controllers delivering live, bespoke irregular operations recovery and premium concierge‑style re‑accommodation for premium guests across the network. This role ensures team performance aligns with Etihad’s premium service standards, maximizing high‑value customer retention through tailored solutions and direct outbound outreach.

Key responsibilities

• Direct high‑touch outbound outreach to disrupted premium guests, delivering bespoke recovery solutions and personalized phone‑call assistance.
• Lead, motivate and quality‑check recovery controllers to elevate service precision and meet SLA requirements.
• Support Duty Managers in executing network‑wide disruption strategies focused on passenger welfare and ticketing recovery for premium guests.
• Track overbooked flights and collaborate with Revenue Management and the NOC to minimise premium denied boardings and downgrades.
• Act as primary advisor to senior leadership on high‑profile executive cases, ensuring rapid and satisfactory resolution.
• Oversee and authorize premium financial compensation in strict compliance 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 of high‑touch customer service, guest relations or recovery experience in aviation, including supervisory experience.
• At least 3 years in airline reservations or check‑in roles with extensive 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, GCAA/IATA frameworks and premium service recovery methodologies.
• Fluency in Arabic and English.

Required skills

• Departure Control Systems (DCS)
• Airline reservation and global ticketing systems