Guest Relations Officer

About the role

The Guest Relations Officer is responsible for handling guest feedback, turning negative experiences into positive outcomes while protecting Etihad’s brand reputation. You will work closely with guests, internal teams, and stakeholders to ensure timely, accurate, and courteous communication.

Key responsibilities

• Investigate and resolve guest concerns, delivering clear, error‑free written responses.
• Manage guest expectations throughout the resolution process and prevent conflict escalation.
• Identify root causes of complaints and coordinate corrective actions with relevant parties.
• Ensure compliance with data protection, privacy, and other regulatory standards.
• Administer service‑recovery budgets responsibly.
• Apply sound judgment to compensation cases and complex queries.
• Demonstrate thorough knowledge of Etihad policies and processes.
• Assess situational implications and deliver fair, effective resolutions.

Required profile

• Bachelor’s degree.
• 2–3 years of experience in guest relations, customer service, hospitality, aviation, or a similar customer‑facing environment.
• Proven experience handling guest complaints and service‑recovery processes.

Required skills

• Proficiency in Microsoft Office applications.

What we offer

• Opportunity to work for a leading global airline based in Abu Dhabi.
• Dynamic, multicultural environment with career growth potential.