Premium Guest Recovery Supervisor (Arabic/English)

About the role

The Premium Guest Recovery Supervisor leads a team of controllers delivering bespoke recovery and concierge‑style re‑accommodation for premium guests across Etihad’s network. The role ensures high‑value customer retention through personalized outreach and supports Duty Managers with operational decisions.

Key responsibilities

• Direct high‑touch outbound outreach to disrupted premium guests, providing tailored recovery solutions.
• Coach and quality‑check recovery controllers to maintain service precision and SLA compliance.
• Support Duty Managers in executing network‑wide disruption strategies and managing overbooked flights.
• Lead executive case handling and authorize premium compensation in line with regulations.
• Coordinate with stations, crews, Maintenance and Crew Operations to protect premium connections and report performance.

Required profile

• Minimum 5 years in high‑touch customer service, guest relations or aviation recovery, with supervisory experience.
• Bachelor’s degree in Business Administration, Aviation or Hospitality Management.
• Fluency in Arabic and English.
• Strong knowledge of international passenger rights and GCAA/IATA frameworks.

Required skills

• Experience with airline reservations and check‑in processes.
• Familiarity with global ticketing systems and Departure Control Systems (DCS).