Premium Guest Recovery Supervisor

Job Description

The Premium Recovery Supervisor leads, coaches, and oversees a team of dedicated controllers delivering live, bespoke irregular operations recovery and premium concierge-style re-accommodation for premium guests across the network. This role ensures team performance aligns with Etihad’s premium service standards, maximizing high-value customer retention through tailored solutions and direct outbound outreach. The Supervisor supports Duty Managers with operational and strategic decisions, manages executive escalations, and assumes command in their absence.

Key Accountabilities

• Concierge Escalation Direct high-touch outbound customer outreach, empowering the team to deliver bespoke recovery solutions and personalized phone-call assistance to disrupted premium guests.

• Team Coaching & Quality Assurance Lead and motivate recovery controllers, conducting quality checks per employee to elevate service precision and ensure SLA compliance.

• Disruption Strategy Execution Support Duty Managers in implementing network-wide disruption plans, focusing resources on passenger welfare and ticketing recovery for premium guests.

• Inventory & Overbooking Management Track overbooked flights and collaborate with Revenue Management and the NOC to minimize premium denied boardings and downgrades.

• Executive Case Leadership Act as primary advisor to Senior Leadership on high-profile executive cases, ensuring rapid and satisfactory resolution.

• Bespoke Compensation Management Oversee and authorize premium financial compensation, ensuring strict compliance with international regulations and Etihad’s recovery matrix.

• Cross-Functional SLA Compliance Coordinate with stations, in-flight crews, Maintenance, and Crew Operations to protect premium connections, escalating non-conformance to leadership.

• Operational Performance Reporting Consolidate live incident data, publish daily operational reports, identify systemic shortfalls, and introduce premium-centric procedural improvements.

Qualifications

• Experience Minimum 5 years in high-touch customer service, guest relations, or recovery within aviation, including explicit supervisory experience.

• Technical Background Desirable minimum of 3 years in airline reservations or check-in roles, with extensive exposure to global ticketing and Departure Control Systems (DCS).

• Education & Knowledge Bachelor’s degree in Business Administration, Aviation, or Hospitality Management. Expert command of international passenger rights, GCAA/IATA frameworks, and premium service recovery methodologies.

Additional Information

This role requires fluency in Arabic. 

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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