Guest Services Agent, Etihad Airways, Abu Dhabi, United Arab Emirates

A key role in Etihad’s Operations Division has risen to join the Abu Dhabi Terminal Operations team as a Guest Service Agent to be based at the Abu Dhabi International Airport

We are looking for passionate and highly motivated individuals to join our vibrant and diverse team, working together to provide the best for our guests and contribute to the success of the UAE’s national carrier.

Essentially, as part of your role, you will be responsible to receive and process customer requests, enquiries by providing excellent customer service, to increase customer satisfaction and ensure smooth running of operations at the airport.


Minimum High School
2 years’ work experience in a customer service environment
Sabre knowledge would advantageous


Communication skills – Excellent

Complaints handling skills – Advanced

Computer skills – Proficient

Frontline Customer Service skills – Advanced

English Language skills – Excellent

Time & Stress Management skills – Advanced


Policies and Procedures
Follow all relevant policies, processes and procedures so that work is carried out in a controlled and consistent manner
Day-to-Day Operations
Implement the day-to-day standard operations assigned to ensure compliance with the established standards and procedures. Refer to supervisor for complex tasks which may require exceptions to procedures
Safety, Quality & Environment
Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment


Perform a wide range of airport services (e.g. guest / baggage handling, check in and boarding operations, tickets and boarding passes screening) to ensure high quality services are delivered to all guests in compliance with safety, quality and operational objectives
Collaborate with handling agents by supporting in executing handling operations to ensure timely and high quality delivery of services to guests
Support customers with connecting flights to ensure complete and timely information are provided
Liaise with Cabin crew to ensure boarding operations are executed on time and according to safety procedures
Execute initial security screens to ensure access to airport is properly monitored
Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high quality support to internal / external customers to meet their requirement
Receive and analyse complaints to ensure they are solved or addressed in the most effective manner
Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner
Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided
Work closely with supervisors to improve the execution of assigned activities
Track major customer complaints and report key issues to supervising colleagues
Interact with internal teams to ensure consistent and reliable customer service
Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service
Compile statistics, ensuring that all coupons are accounted for, and dispatch to Revenue Accounting and/or Customer airline representative to ensure proper information and activities tracking

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