عن الوظيفة
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.
المهام
- 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.
المتطلبات
- 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.
- This role requires fluency in Arabic.