Etihad Airways is the national airline of the UAE and a key player in global aviation. Through its ground handling division, Etihad Airport Services – Ground (EASG), Etihad ensures world-class operations at Abu Dhabi International Airport, delivering safe, efficient, and exceptional service experiences to millions of travelers.

About the Job:
As a Guest Services Agent, you will be the face of Etihad at the airport, ensuring guests enjoy a seamless and welcoming experience from check-in to boarding. Your role will require a commitment to outstanding service, collaboration with ground operations teams, and careful attention to safety, quality, and operational excellence.

Key Responsibilities:

• Perform guest services at the airport including check-in, baggage handling, and boarding operations.

• Collaborate with handling agents to ensure smooth and timely service delivery.

• Assist passengers with connections and provide complete, accurate information.

• Liaise with cabin crew to coordinate timely boarding.

• Conduct initial security screenings at entry points to the airport.

• Respond to daily customer enquiries and deliver high-quality support services.

• Analyze and address customer complaints, ensuring effective resolution.

• Escalate complex issues to specialized teams as necessary.

• Track major customer complaints and share key feedback with supervisors.

• Proactively suggest service or operational improvements.

Qualifications:

• Diploma or Bachelor’s Degree required.

• Minimum 2 years’ experience in a similar airport or customer service role.

Skills and Competencies:

• Strong customer service orientation.

• Excellent communication and interpersonal skills.

• Ability to work under pressure in a dynamic environment.

• Teamwork and problem-solving skills.

• Familiarity with airport operations, safety, and security standards.

About Etihad Airport Services – Ground (EASG):
EASG is the sole ground operations handler at Abu Dhabi International Airport, offering services from check-in to aircraft handling. EASG is committed to safety, operational excellence, and creating a world-class guest experience.

Learn more: www.etihad.com