Manager Guest Relations & Service Excellence

Work in the forefront of the airline and travel industry, with the airline that has reimagined the flying experience through its pioneering products and services. Responsible for setting and controlling of allocated budget used for service recovery, including ensuring compensation practices remain consistent, fair, and data‑driven. Manage outsourced vendor Teleperformance teams, for Baggage Claims and Flight Disruption. Evaluate and audit Guest Relations Officers' performance, to ensure effective resolution, identify improvement opportunities, and provide appropriate support and feedback, while strengthening capability through structured coaching and development plans. Support and advise stakeholders and Executives on effective guest complaint resolution, providing insights that influence policy, process, and customer‑experience enhancements. Manage Guest Relations and Baggage Supervisors to control, monitor and regulate compensation. Manage escalations from Etihad executives, to investigate and resolve the issue, with urgency, accuracy, and clear communication. Ensure regular reporting on quality measures and standards is completed and communicated to internal and external stakeholders, translating analysis into actions, with a focus on identifying repeat issues and driving preventive solutions. Build effective relationships with stakeholders, working together to resolve identified trends and/or systemic problems and reports from Guest Relations/Baggage Claims, collaborating cross‑functionally to address root causes and improve end‑to‑end customer journeys. Degree level education preferred, or equivalent. Minimum 5 years' experience in management in customer service, customer care operations, or guest relations. Knowledge of baggage claims handling and aviation regulatory requirements is an advantage.