Guest Relations Officer

Job Description

To investigate and respond to guest feedback in a timely and appropriate manner. Adhere to SLAs and manage the relationship with guests to help turn a negative experience into a positive one, whilst protecting Etihad’s brand.

• Fully investigate and resolve the issue, speak persuasively and convincingly, and produce clear, concise, error‑free writing, free of punctuation or grammatical errors.
• Manage the expectations of the guest throughout, using the most appropriate channel and avoid conflict escalation.
• Engage with stakeholders and fully investigate the root cause of the complaint.
• Adhere to company regulatory requirements such as data protection, data privacy, etc.
• Ensure careful use of allocated budget for service recovery.
• Use sound judgement when making decisions in complex queries, cases, compensation or conflict resolution.
• Sufficiently understand EY policies and processes to work efficiently and effectively.
• Clearly understand the implications of situations and use sound judgement when making decisions for complex queries, cases, compensation or conflict resolution.