Premium Guest Recovery Supervisor (Bilingual Arabic/English)
Job role insights
Date posted
October 13, 2026
Hiring location
Abu Dhabi UAE
Career level
Senior
Qualification
Aviation or Hospitality Management; fluent Arabic and strong English required Bachelor's Degree in Business Administration
Experience
5+ Years
Quantity
1 person
Gender
Any
Description
The Premium Guest Recovery Supervisor oversees a team responsible for resolving travel disruptions affecting premium passengers. The role combines personalised customer support, operational coordination, team coaching and escalation management. The objective is to protect passenger welfare and premium-service standards while finding suitable re-accommodation options during irregular operations. The supervisor also supports Duty Managers with operational decisions and assumes command when required.
Key Responsibilities
- Lead outbound communication with disrupted premium guests and help the team deliver tailored recovery solutions and clear, reassuring phone support.
- Coach recovery controllers, complete individual quality checks and maintain service-level agreement compliance.
- Help implement network-wide disruption plans, prioritising passenger welfare, ticketing recovery and premium connections.
- Monitor overbooked flights and coordinate with Revenue Management and the Network Operations Centre to reduce denied boarding and downgrades for premium customers.
- Manage high-profile executive cases and advise senior leaders on urgent escalations.
- Review and authorise appropriate compensation within company recovery rules and applicable international requirements.
- Coordinate with airport stations, cabin crew, Maintenance and Crew Operations, and prepare daily incident and performance reports to identify recurring service issues.
Requirements and Qualifications
- At least five years of high-touch customer service, guest relations or aviation recovery experience, including supervisory responsibility.
- Three years in airline reservations or check-in is desirable, with experience in global ticketing and Departure Control Systems.
- Bachelor’s degree in Business Administration, Aviation or Hospitality Management.
- Fluent Arabic is required; strong English communication and confident stakeholder coordination are important.
- Knowledge of passenger rights, GCAA/IATA frameworks, premium service recovery and quality assurance.
Key Skills
Guest recovery, team leadership, escalation handling, ticketing, disruption management, quality monitoring, reporting and customer communication.
Employment Details
- Company: Etihad
- Location: Abu Dhabi, United Arab Emirates
- Employment Type: Full Time
Skills
select-type
Full Time
Interested in this job?
27 days left to apply
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