About the role
Premium Guest Recovery Supervisor
Full-time
Division: Operations & Guest Experience
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 wi…
