Guest Service Delivery Officer
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Key skills for this role
About the Role
Etihad Airways seeks a Guest Service Delivery Officer to support the Hospitality Excellence program, conduct audits, manage NPS data, and coordinate cross-functional working groups.
Key Skills for This Role
Responsibilities
- Plan and conduct targeted or end to end guest experience audits, mystery shopping, and observations
- Manage audit findings, ensure accurate logging, assignment, and closure within SLA timelines
- Liaise with stakeholders to agree on root causes, corrective actions, and resolution timelines
- Work with audit performance dashboards and reporting (Power BI)
- Support day to day management of guest satisfaction and Net Promoter Score (NPS)
- Coordinate and support cross functional working groups and task forces
- Support development and maintenance of Guest Service Delivery standards and documentation
- Provide general operational and administrative support to the department
- Support delivery of departmental and cross functional projects
Requirements
- Diploma from an accredited institution
- Bachelor’s degree in hospitality management, Business Administration, Aviation, or related field is an advantage
- Minimum of 3 years’ experience in dynamic airline operations, preferably within airport & ground operations, cabin crew, contact center or other customer facing roles
- Proven exposure to customer experience, service delivery, quality assurance and compliance environments within aviation or hospitality
- Strong understanding of airline operations, guest experience standards, and service delivery frameworks
- Experience working with Power BI dashboards
- Proficiency with Office365 package
- Ability to interpret data and generate actionable insights
- Proficiency in spoken and written English
Full Job Posting
Job Description
- To provide operational and administrative support to the Guest Service Delivery department by coordinating service performance activities, consolidating performance data, maintaining documentation, and liaising with internal stakeholders.
- To monitor compliance with service delivery standards to ensure a consistent and elevated hospitality experience across all guest touchpoints.
- To plan and conduct targeted or end to end guest experience audits, mystery shopping, and observations, along with follow up activities including reporting, and support the implementation of corrective and preventive actions within the scope of the Hospitality Excellence Program.
Accountabilities
- Hospitality Excellence Program — Responsible for the end to end execution of the Hospitality Excellence (eX) audits across in scope ground and inflight touchpoints.
- Accountable for maintaining closure of audit findings within defined SLA timelines.
- Liaises closely with key stakeholders to agree on root causes, corrective and preventive actions, and resolution timelines.
- Working with audit performance dashboards and reporting (Power BI).
- NPS management support — Supporting the department’s day to day management of guest satisfaction and Net Promoter Score (NPS).
- Working groups & task forces — Coordinating and supporting cross functional working groups and task forces.
- Standards & documentation — Supporting the development, maintenance, and periodic review of Guest Service Delivery standards.
- Departmental support — Providing general operational and administrative support.
- Project Management – Support the delivery of departmental and cross functional strategic and tactical projects.
Qualifications
- Diploma from an accredited institution
- Bachelor’s degree in hospitality management, Business Administration, Aviation, or related field is an advantage
- Minimum of 3 years’ experience in dynamic airline operations
- Proven exposure to customer experience, service delivery, quality assurance and compliance environments within aviation or hospitality
- Strong understanding of airline operations, guest experience standards, and service delivery frameworks
- Experience working with Power BI dashboards
- Proficiency with Office365 package
- Ability to interpret data, generate actionable insights, and support decision making through structured reporting
- Familiarity with quality assurance and compliance processes, audits, and service performance monitoring is an advantage
- Proficiency in spoken and written English, including presenting skills
Behavioral Competencies
- Demonstrates a strong guest centric mindset with a passion for delivering exceptional service.
- Excellent communication and interpersonal skills.
- High attention to detail with strong problem solving and decision making capabilities.
- Ability to work in a fast paced, dynamic operational environment while maintaining service excellence.
- Strong teamwork and collaboration skills.
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