Premium Guest Recovery Supervisor

About the Role

This position involves leading, coaching, and monitoring a team of specialised controllers responsible for managing live, customised recovery operations and premium concierge-style re-accommodation for all premium guests throughout the Etihad network. The role ensures the team meets Etihad's elite service standards to enhance retention of high-value customers through personalised solutions and proactive outreach. The Supervisor supports Duty Managers in making operational and strategic choices, handles Executive escalations, and takes charge in the Duty Manager’s absence.

Key Responsibilities

• Manage concierge escalation by leading targeted outbound customer outreach, enabling the team to provide tailored recovery solutions and personalised telephone support to disrupted premium guests.
• Coach and inspire a team of premium recovery controllers while conducting quality assurance checks to consistently improve service accuracy and ensure adherence to service level agreements.
• Assist Duty Managers in implementing network-wide disruption strategies, prioritising passenger welfare and ticket recovery for all affected premium customers.
• Monitor overbooking situations and collaborate with Revenue Management and the Network Operations Center to develop proactive strategies that reduce premium denied boarding and downgrading incidents.
• Serve as the primary consultant to Senior Leadership on managing high-profile executive cases, overseeing advisory documentation, and achieving efficient, satisfactory resolutions.
• Manage and approve premium compensation payments, ensuring strict compliance with international regulations and internal service recovery policies.
• Coordinate cross-functionally with network stations, inflight teams, Maintenance, and Crew Operations to protect premium passenger connections, escalating any service failures to leadership as needed.
• Aggregate real-time incident data for daily operational reporting, identify systemic issues, and introduce premium-focused procedural updates to departmental guidelines.

Qualifications and Experience

• Minimum five years of experience in high-touch customer service, guest relations, or recovery within aviation, including supervisory responsibilities.
• Preferably, at least three years of experience in airline reservations or check-in functions, with comprehensive knowledge of global ticketing and Departure Control Systems.
• Bachelor’s degree in Business Administration, Aviation, or Hospitality Management.
• Expertise in international passenger rights, familiarity with GCAA/IATA frameworks, and mastery of premium service recovery processes.

Additional Information

Etihad Airways is the UAE’s flag carrier, connecting global cultures via its Abu Dhabi hub while aiming for significant growth under its “Journey 2030” initiative, which includes fleet expansion and network growth. Join Etihad to be part of an inspiring vision where global experiences and professional growth merge.

Recruitment Warning

Beware of fraudulent recruitment offers falsely claiming affiliation with Etihad. The airline never requests personal details, bank information, or payments as part of recruitment. All interviews are conducted in person or through official video/phone channels before formal offers. Any payment requests should be considered scams.