Guest Response Duty Manager

Country UAE City Abu Dhabi Department Closing date 13 August 2013

Job Purpose To provide 24/7 coverage to resolve immediate issues pertaining to guest service delivery failures across the globe and resolve issues through indirect communication with live aircraft inflight and with all airports on the Etihad network. Supporting the handling of mass flight disruptions and serious medical cases. Resolving live Premium guest service delivery failures. Manage all escalated guests’ complaints at Abu Dhabi Airport and Etihad Network including Guest Services communication in an empathetic and proactive manner with the aim of resolving their issues and retaining their future business through taking proactive compensation and service recovery decisions. Responsibilities   Supporting the Manager in delivering service recovery, assisting decision-making, communicating plans and accurately reporting and tracking incidents and recovery plans Working on shift covering all the duties associated with Guest Response Following all Etihad processes and procedures Developing Guest Response strategy Managing and leading the team to provide best service recovery for service failures Logging incidents into Epiphany and ensuring follow-up for cases Providing accurate follow-up and handover notes for next shift Liasing with aircraft in flight and all stations around the network communicating service recovery plans Developing and maintaining an efficient  network with the service delivery divisions Managing the formalities, processes and procedures related to sickness and serious medical cases Plan the handling of Premium guests during delays/disruption including re-issuance and re-validation of guests tickets when re-routing takes place   Requirements Post holder requires high school completion with a minimum of 5-7  years front line custoemr service deliery experience in an airline/airport environment and a minimum of 3 years in a managerial level. Complaints handling High level of spoken and written English Flights Disruption Management Customer Service Airline Airport standard procedures and policies Airport Procedures Aims, Sabre, SSCI, Epiphany, VXceed ACARS & Panasonic AIrport Medical Procedures & Processes

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