Guest Relations Officer

About the role

Etihad Airways is seeking a Guest Relations Officer to deliver exceptional support to passengers. You will investigate feedback, resolve complaints, and turn challenging situations into positive experiences while safeguarding the airline’s reputation.

Key responsibilities

• Investigate and resolve guest feedback and complaints promptly and professionally.
• Communicate with guests via the most appropriate channels, managing expectations and preventing escalations.
• Collaborate with internal teams to identify root causes and implement effective solutions.
• Ensure compliance with company policies, data‑privacy regulations, and service‑recovery budgets.
• Apply compensation according to company guidelines and exercise sound judgment in complex cases.

Required profile

• Bachelor’s degree or equivalent qualification.
• 2‑3 years of experience in guest relations, customer service, hospitality, aviation, or a similar customer‑facing role.
• Proven ability to handle guest complaints and service‑recovery processes.
• Excellent verbal and written communication skills in English; additional languages are a plus.

Required skills

• Proficiency in Microsoft Office applications.

What we offer

• Opportunity to work for a leading global airline with a multicultural team.
• Career development aligned with Etihad’s “Journey 2030” vision.