Guest Relations Officer

About the role

The Guest Relations Officer will act as the primary point of contact for passengers who need assistance, ensuring their concerns are addressed promptly and professionally. You will help turn challenging situations into positive experiences while safeguarding Etihad Airways' reputation.

Key responsibilities

• Investigate and resolve guest feedback and complaints in a timely manner.
• Communicate with guests through the most appropriate channels, managing expectations and preventing escalation.
• Collaborate with internal teams to identify root causes and implement effective solutions.
• Ensure compliance with company policies, regulatory requirements, and data protection standards.
• Manage service‑recovery budgets and apply compensation according to company guidelines.
• Exercise sound judgment on complex cases, compensation requests, and conflict situations.

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 environment.
• Proven ability to handle guest complaints and service‑recovery processes.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Strong interpersonal, influencing, and problem‑solving abilities.

Required skills

• Proficiency in Microsoft Office applications.

What we offer

• Opportunity to work for a leading global airline with a strong brand.
• Dynamic, multicultural environment based at Etihad’s Abu Dhabi hub.
• Career development and growth within the aviation industry.