Premium Guest Recovery Supervisor

Overview

To lead, coach, and oversee a team of dedicated controllers delivering live, bespoke, irregular operations recovery and premium concierge-style re-accommodation tailored for premium guests across the network. This role ensures team performance aligns with Etihad’s premium service standards, maximizing high-value customer retention through bespoke solutions and direct outbound outreach. The Supervisor assists Duty Managers with operational and strategic decisions, managing Executive escalations, and taking command during the Duty Manager's absence.

Accountabilities

• Concierge Escalation: Manage and 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 a team of premium recovery controllers, executing quality checks per employee to continually elevate service precisio...