Premium Guest Recovery Supervisor

About the role

The Premium Guest Recovery Supervisor leads a team of controllers delivering live, bespoke irregular operations recovery and premium concierge‑style re‑accommodation for premium guests across Etihad’s network. The role ensures performance aligns with Etihad’s premium service standards and maximises high‑value customer retention.

Key responsibilities

• Direct high‑touch outbound outreach to disrupted premium guests, providing personalised recovery solutions.
• Lead, coach and quality‑check recovery controllers to ensure SLA compliance and service precision.
• Support Duty Managers in executing network‑wide disruption strategies for premium passengers.
• Track over‑booked flights and collaborate with Revenue Management and NOC to minimise denied boardings and downgrades.
• Act as primary advisor on high‑profile executive cases and authorise premium financial compensation.

Required profile

• Minimum 5 years in high‑touch customer service, guest relations or recovery within aviation, including supervisory experience.
• Bachelor’s degree in Business Administration, Aviation or Hospitality Management and expert knowledge of international passenger‑rights, GCAA/IATA frameworks and premium recovery methodologies.

Required skills

• Airline reservations and check‑in operations.
• Global ticketing systems.
• Departure Control Systems (DCS).
• Knowledge of GCAA and IATA passenger‑rights regulations.