Premium Guest Recovery Supervisor
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.
