Guest Service Delivery Officer

Job Overview

The Guest Service Delivery Officer role is dedicated to supporting the Guest Service Delivery department with operational and administrative functions. This includes coordinating service performance activities, aggregating performance data, maintaining necessary documentation, and serving as a liaison between various internal stakeholders.

Key Responsibilities

• Oversee adherence to service delivery standards to ensure a consistently high-quality hospitality experience across all guest interaction points.
• Plan and execute comprehensive guest experience audits, including mystery shopping and observations, followed by detailed reporting and supporting corrective and preventive action implementations as part of the Hospitality Excellence Program.
• Manage daily operations related to guest satisfaction and the Net Promoter Score (NPS), including collaborating in cross-functional working groups and task forces, managing audit outcomes, and ensuring their resolution within agreed timelines.
• Execute the Hospitality Excellence (eX) audit program across all relevant ground and inflight touchpoints, including coordination and follow-up on audit findings, allocation to responsible parties, and tracking closure within defined service level agreements.
• Collaborate closely with stakeholders such as Hub and Global Airports, cabin crew, and catering operations to determine root causes of issues and establish corrective and preventive measures with agreed deadlines.
• Create and maintain performance dashboards and reports using Power BI, synthesizing audit data into understandable insights for management.
• Support the ongoing development and review of service standards, audit checklists, surveys, and documentation to ensure consistency between documented procedures and audit observations.
• Provide general operational support through data consolidation, record keeping, and preparing reports, presentations, and briefings for internal use.
• Assist in the management and delivery of both departmental and cross-functional projects as assigned.

Candidate Qualifications

• Education: Diploma from an accredited institution; a Bachelor’s degree in hospitality management, business administration, aviation, or related fields is preferred.
• Experience: At least three years of experience in dynamic airline operations environments such as airport and ground operations, cabin crew, contact centers, or other customer-focused roles.
• Experience with customer experience management, service delivery, quality assurance, and compliance in aviation or hospitality sectors.
• Technical skills: Proficiency in Power BI for dashboard tracking and business analytics, Microsoft Office 365, and the ability to analyze data to inform actionable insights.
• Familiarity with quality assurance processes, audits, and service performance monitoring is advantageous.
• Excellent command of spoken and written English, including effective presentation skills.

Behavioral Qualities

• A strong focus on guest satisfaction and delivering exceptional service.
• Effective communication and interpersonal abilities to engage with a diverse range of stakeholders.
• Attention to detail combined with strong problem-solving and decision-making skills.
• Capacity to thrive in a fast-moving operational environment while upholding service excellence.
• Collaborative team player capable of influencing service improvements across departments.

Additional Information

Etihad Airways serves as the UAE’s national airline, advancing global aviation through its Abu Dhabi hub. The company pursues its "Journey 2030" strategy to expand its fleet and network while cultivating talent for future excellence. Candidates are warned against recruitment frauds and are assured that no payment or personal banking details will ever be requested during genuine recruitment processes.