Premium Guest Relations Rep

Handling reservations, upgrades, ticketing and special-service requests from premium passengers by phone, email and chat is the core of the Premium Guest Relations Rep vacancy at Etihad Airways in Abu Dhabi. The work is done through the airline’s contact centre, and it goes beyond answering queries: the representative is also expected to anticipate passengers’ needs and offer upselling options.

About the premium guest relations rep job in Abu Dhabi

The post sits in Etihad’s Operations & Guest Experience division. The aim is a personalised service that matches the airline’s premium standards and supports loyalty, satisfaction and revenue growth.

Responsibilities

• Handles queries and requests from premium passengers by phone, email or chat, with discretion and empathy
• Gives accurate help on reservations, upgrades, ticketing and special services
• Anticipates passenger needs and offers tailored solutions or upselling options that suit the journey
• Coordinates with internal teams such as Airport Services, Concierge and Chauffeur to deliver the premium experience
• Resolves complex customer issues using detailed knowledge of Etihad’s premium products, policies and procedures
• Keeps full, accurate records of each interaction under data protection and service standards, and holds to the service excellence benchmarks

About Etihad Airways

Etihad describes itself as the UAE’s national airline, connecting people across continents from its hub in Abu Dhabi. Its “Journey 2030” ambition is to double the fleet, expand the network and grow its people.

How to apply

Applicants apply using the button below on Etihad’s SmartRecruiters page. The airline states that it never asks for personal information, bank details or payment during recruitment, and that interviews are held face to face or by video or telephone before any formal offer.