Guest Service Delivery Officer

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.

The role also supports the day-to-day operations of the Guest Service Delivery department, including the ongoing management of guest satisfaction and Net Promoter Score (NPS), participation in working groups and task forces with stakeholders, management of audit findings, and full accountability for their closure within agreed service level timelines.

Accountabilities

Hospitality Excellence Program — Responsible for the end-to-end execution of the Hospitality Excellence (eX) audits across in-scope ground and inflight touchpoints.

This includes planning and conducting audits, as well as managing audit findings by ensuring they are accurately logged, assigned to the appropriate touchpoint owners, and progressed in line with programme governance.

Accountable for maintaining closure of audit findings within defined SLA timelines by closely monitoring status, escalating overdue items, and reporting closure performance by touchpoint and owner. Liaises closely with key stakeholders—including Hub and Global Airports, cabin crew, catering operations, and other functions—to agree on root causes, corrective and preventive actions, and resolution timelines, and to verify effective closure of findings.

Additionally, working with audit performance dashboards and reporting (Power BI), consolidating audit results, findings, and SLA status into clear management insights, and preparing regular closure and performance reports

NPS management support — Supporting the department’s day-to-day management of guest satisfaction and Net Promoter Score (NPS), cross-referencing audit findings against NPS trends and guest feedback, and contributing to the identification and tracking of improvement actions.

Working groups & task forces — Coordinating and supporting cross-functional working groups and task forces with touchpoint stakeholders, documenting actions, owners, and deadlines, and driving agreed items through to completion.

Standards & documentation — Supporting the development, maintenance, and periodic review of Guest Service Delivery standards, audit checklists, survey templates, and programme documentation, ensuring alignment between documented standards and the practices observed during audits.

Departmental support — Providing general operational and administrative support to the Guest Service Delivery department, including consolidating service performance data, maintaining service-related records, and preparing reports, presentations, and briefing materials for internal stakeholders.

Project Management – Support the delivery of departmental and cross-functional strategic and tactical projects assigned, owned or co-delivered by the Guest Service Delivery department.

Education:

•    Diploma from an accredited institution

•    Bachelor’s degree in hospitality management, Business Administration, Aviation, or related field is an advantage 

Experience:

•    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

Technical & Functional Skills:

•    Strong understanding of airline operations, guest experience standards, and service delivery frameworks.

•    Experience working with Power BI dashboards to track service performance and insights and other business analytics tools. 

•    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, with the ability to engage effectively with diverse stakeholders.

•    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, with the ability to influence and drive service improvements across functions.

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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