Guest Relations Officer

Location: Abu Dhabi, United Arab Emirates

Company

hirify.global is the UAE’s national airline, connecting people across continents from its Abu Dhabi hub and expanding its global aviation network.

What you will do

• Investigate and resolve guest feedback and complaints in a timely, professional, and empathetic manner.
• Communicate with guests through appropriate channels, manage expectations, and prevent escalation.
• Collaborate with internal stakeholders to identify root causes and deliver effective resolutions.
• Manage service recovery budgets and apply compensation according to company guidelines.
• Handle complex cases and conflict situations while protecting the airline’s reputation and brand.
• Ensure compliance with company policies, regulatory requirements, and data protection standards.

Requirements

• Bachelor’s degree or equivalent qualification.
• 2–3 years of experience in guest relations, customer service, hospitality, aviation, or a similar customer-facing environment.
• Experience handling guest complaints and service recovery processes.
• Excellent written and verbal English communication skills.
• Strong customer service orientation, interpersonal, influencing, and problem-solving skills.
• Proficiency in Microsoft Office applications and customer service systems.

Culture & Benefits

• Work in a fast-paced, multicultural aviation environment.
• Contribute to Etihad’s Journey 2030 growth and fleet expansion ambition.
• Support guests from different cultures and help create positive travel experiences.
• Full-time employment within the Operations & Guest Experience division.