Job Details
| Job Information | Details |
|---|---|
| Job Title | Guest Relations Officer |
| Company | Etihad Airways |
| Location | Abu Dhabi, United Arab Emirates |
| Employment Type | Full-time |
| Department | Operations & Guest Experience |
| Experience Required | Minimum 2–3 years |
| Education | Bachelor's Degree |
| Industry | Aviation / Customer Service / Hospitality |
| Application Link | Added Below |
About the Role
The Guest Relations Officer is responsible for investigating customer feedback, resolving complaints, and ensuring guests receive timely and professional support. The position requires strong communication skills, sound judgment, and the ability to handle sensitive situations with empathy and professionalism. Working closely with internal stakeholders, the successful candidate will identify the root cause of customer issues and provide appropriate resolutions while following company policies and regulatory requirements.
Key Responsibilities
The successful candidate will be responsible for:
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Investigating guest complaints thoroughly and providing timely resolutions.
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Responding to customer feedback with clear, accurate, and professional written communication.
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Managing guest expectations throughout the complaint resolution process.
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Preventing conflict escalation through effective communication and problem-solving.
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Collaborating with internal departments to determine the root cause of service issues.
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Following company policies related to data privacy and regulatory compliance.
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Managing service recovery solutions within approved budget guidelines.
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Making informed decisions regarding compensation and complex customer cases.
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Maintaining accurate records of guest interactions and case resolutions.
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Supporting continuous improvement by identifying recurring service concerns.
Required Qualifications
Applicants should meet the following requirements:
Bachelor's degree from a recognized institution.
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Minimum of 2–3 years of experience in Guest Relations, Customer Service, Hospitality, Aviation, or a similar customer-facing role.
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Experience handling guest complaints and service recovery processes.
Excellent written and verbal communication skills in English.
Additional language skills are considered an advantage.
Skills
Ideal candidates should possess:
Strong customer service and guest advocacy skills.
Excellent interpersonal and relationship-building abilities.
Professional conflict resolution and negotiation skills.
Critical thinking and effective problem-solving capabilities.
Sound decision-making under pressure.
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Strong attention to detail and accuracy in written communication.
Proficiency in Microsoft Office applications.
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Familiarity with customer service platforms and case management systems.
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Ability to work efficiently in a multicultural and fast-paced environment.
Benefits
Working with Etihad Airways may provide employees with:
Competitive salary and employment package.
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Opportunity to work with an internationally recognized airline.
Professional development and career growth opportunities.
Exposure to a diverse and multicultural workplace.
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Structured operational processes and customer service standards.
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Experience within one of the UAE's leading aviation organizations.
Benefits may vary according to company policies and employment terms.
Work Environment
This position is based in Abu Dhabi and involves working within Etihad Airways' Operations & Guest Experience division. Employees collaborate with multiple departments to resolve guest concerns efficiently while maintaining high service standards. The role requires professionalism, adaptability, and the ability to manage customer interactions in a dynamic aviation environment.
How to Apply
Interested candidates can apply online through the official Etihad Airways recruitment portal using the application link below:
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Applicants are encouraged to review the eligibility criteria carefully and ensure their resume highlights relevant customer service, guest relations, hospitality, or aviation experience before submitting their application.
Conclusion
The Etihad Airways Guest Relations Officer position offers an excellent opportunity for experienced customer service professionals seeking a career in the aviation industry. With responsibilities focused on guest satisfaction, complaint resolution, and service recovery, this role is well suited for individuals who communicate effectively, solve problems professionally, and thrive in a customer-focused environment. Qualified candidates who meet the experience and education requirements can apply online to be considered for this opportunity in Abu Dhabi.
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