Dubai and Abu Dhabi continue to be major global aviation hubs, and airport customer service roles remain among the most in-demand careers in the UAE. One such opportunity is the Guest Services Agent position in Abu Dhabi, offered by Velora LLC (formerly Etihad Airport Services – Ground). This role is ideal for candidates who enjoy working in fast-paced environments, interacting with passengers, and delivering world-class service at an international airport.
About the Role: Guest Services Agent – Abu Dhabi
As a Guest Services Agent, you will be responsible for delivering smooth, efficient, and friendly airport services while ensuring compliance with safety, security, and operational standards. The role focuses on assisting passengers, resolving enquiries and complaints, and supporting airport operations to maintain a positive travel experience for all guests.
This position plays a vital role in the daily functioning of Zayed International Airport and contributes directly to customer satisfaction and operational excellence.
Key Responsibilities
The Guest Services Agent performs a wide range of airport-related duties, including:
- Handling guest services such as check-in, boarding, baggage assistance, and passenger screening
- Supporting handling agents to ensure timely and high-quality service delivery
- Assisting passengers with connecting flights and providing accurate, up-to-date information
- Coordinating with cabin crew to ensure smooth and on-time boarding operations
- Conducting initial security screening to monitor controlled access areas
- Receiving, processing, and responding to customer enquiries across multiple service channels
- Managing customer complaints professionally and ensuring effective resolution
- Escalating complex cases to relevant departments when required
- Tracking and reporting recurring customer issues to supervisors
- Identifying opportunities for service improvement and supporting continuous improvement initiatives
Education & Experience Requirements
To be considered for this role, candidates must meet the following minimum requirements:
- Minimum high school certification
- At least 1 year of experience in a similar customer service or airport operations role
- Strong communication skills and a customer-focused mindset
- Ability to work in a dynamic, operational airport environment
About Velora LLC (Formerly Etihad Airport Services – Ground)
Velora LLC is the sole ground operations handler at Zayed International Airport, Abu Dhabi. The organization manages a broad range of airport services, including passenger handling, boarding operations, baggage services, and aircraft ground support. Velora operates with a strong focus on safety, security, efficiency, and world-class customer experience, supporting both visiting and transiting passengers.
Job Overview
| Job Title | Location | Industry |
|---|---|---|
| Guest Services Agent | Abu Dhabi, UAE | Airport Operations / Customer Service |
Why Apply for This Role?
- Work at one of the UAE’s most advanced international airports
- Gain valuable experience in aviation and airport operations
- Build a long-term career in customer service within the aviation industry
- Be part of a professional, safety-driven, and service-focused organization
How to Apply
Interested candidates can apply online through the official recruitment portal.
Before applying, ensure your CV is updated and highlights your customer service or airport operations experience.
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If you are passionate about customer service, enjoy working in a dynamic airport environment, and want to grow your career in aviation, the Guest Services Agent role in Abu Dhabi is an excellent opportunity to take the next step
