Job Overview: Guest Services Agent

Velora LLC (formerly Etihad Airport Services), the exclusive ground operations handler at Zayed International Airport, is seeking high-caliber Guest Services Agents. In this dynamic aviation role, you act as the “Experience Architect,” responsible for the “Service DNA” and seamless transit of thousands of global travelers. This position is designed for a “Hospitality Specialist” who can navigate the complexities of check-in operations, security screening, and conflict resolution with “Operational Accuracy.” Reporting to the Duty Supervisor, you will be the primary engine of the capital’s airport, ensuring that passenger journeys scale with the “Pristine Excellence” required by the UAE’s flagship aviation hub.

Key Information

Employer: Velora LLC (formerly Etihad Airport Services – Ground)
Location: Zayed International Airport, Abu Dhabi, UAE
Education: Minimum High School Certification.
Experience: 1 year in a similar customer-facing or airport role.
Core Focus: Guest handling, check-in, boarding, and complaint resolution.

Key Responsibilities

You will manage the “Passenger Lifecycle” through a rigorous safety and service framework:

Service Orchestration: Performing a wide range of airport services including guest check-in, baggage handling, and boarding pass screening to ensure “High-Quality DNA” in every interaction.
Operational Stewardship: Liaising with Cabin Crew and handling agents to ensure boarding operations are executed on time and in strict accordance with safety procedures.
Security Advocacy: Executing initial security screens and monitoring airport access to mitigate risks and ensure “Regulatory Compliance.”
Inquiry Intelligence: Receiving and processing daily inquiries from internal and external customers, providing timely and accurate information to meet diverse traveler needs.
Complaint Governance: Analyzing and addressing customer complaints effectively, tracking major issues, and reporting key trends to senior supervisors.
Connection Support: Providing dedicated support and timely information to passengers with connecting flights to ensure a “Frictionless Transit” experience.
Continuous Evolution: Identifying potential areas for operational improvement and working closely with supervisors to enhance service delivery standards.

Candidate Requirements

Velora LLC seeks a “Service Authority” with a focus on hospitality grit:

Professional IQ: At least 1 year of documented success in a high-volume customer service role, ideally within an aviation or travel environment.
Communication Polish: Exceptional interpersonal skills to interact with diverse international guests and internal teams with “Professional Grit.”
Technical Mastery: Ability to follow complex established policies, security procedures, and operational standards with high attention to detail.
Problem-Solving Grit: A proactive mindset capable of resolving specialized inquiries and escalating complex issues to the responsible teams.
Adaptability Mastery: Ability to perform emerging activities and adapt to the fast-paced, 24/7 nature of an international airport hub.

Salary and Benefits

This role offers a prestigious “Aviation Professional” rewards package in a world-class environment:

Financial Integrity: Competitive tax-free salary (Estimated AED 5,000 – AED 8,500 per month, based on 2026 Abu Dhabi aviation benchmarks for ground staff).
Professional Evolution: Direct career growth opportunities within Velora LLC and the broader Abu Dhabi aviation ecosystem.
Strategic Impact: The opportunity to represent the “Face of Abu Dhabi” at the capital’s premier international gateway.
Health & Security: Comprehensive medical insurance, visa sponsorship, and annual flight benefits as per UAE Labor Law.

Estimated Average Salaries (2026 Abu Dhabi Aviation Benchmarks)

Salaries for Ground Services reflect the “Service Responsibility” of the role:

Performance Tier	Estimated Monthly Salary (AED)
Junior Guest Agent	AED 4,500 – AED 6,000
Guest Services Agent	AED 5,000 – AED 8,500
Shift Lead / Supervisor	AED 10,000 – AED 15,000+

Unique Job Description

Position: Guest Services Agent — Architecting the DNA of World-Class Aviation

Are you a “Hospitality Specialist” who believes that the success of a global airline hub is built on the precision of its operations and the soul of its guest experience? Velora LLC—the exclusive engine behind Zayed International Airport’s ground success—is seeking a Guest Services Agent to join our elite team in Abu Dhabi. We don’t just “check bags” or “scan tickets”; we engineer the Service Frameworks and Operational DNA that allow millions of transiting guests to Flourish as they move through the capital. This isn’t a role for a “general clerk”; it’s a mission for an “Experience Architect”—someone who can navigate the complexities of security screening and boarding logistics with “professional grit” and provide the polished service that a world-class aviation brand demands.

In this position, you are the pilot of our guest mission. You will spend your shifts (in the heart of Abu Dhabi’s state-of-the-art international terminal) architecting the inquiries, check-in processes, and complaint resolutions that define our reputation for excellence. Whether you are using your technical mastery to resolve a complex ticketing issue or utilizing your interpersonal skills to support a passenger with a tight connection, your “proactive mindset” and “excellence-first” attitude will be our greatest assets. You thrive in a vibrant environment where you are trusted to maintain safety standards, challenged by the rapid pulse of global flight schedules, and rewarded with a fulfilling, tax-free career at the “Heart of UAE Hospitality.”

We are looking for proactive service leaders with a passion for operational excellence and an “impact-first” mindset. If you have the “resourcefulness” to lead our ground operations toward global prominence and the “discipline” to uphold our gold standards, Velora LLC offers you the premier platform to reach your potential. Join us in Abu Dhabi, and let’s engineer a more extraordinary and connected future for the world of aviation together.

Etihad Airways | Abu Dhabi

The Company

Etihad Airways is the national airline of the United Arab Emirates and a global leader in aviation excellence. Since its first flight in 2003, it has grown from a regional carrier into a world-class airline known for its “Boutique” luxury and “Emirati Hospitality.” By 2026, Etihad has undergone a massive transformation under its “Etihad 2030” strategy, doubling its fleet and expanding its network to over 125 destinations. Operating from the state-of-the-art Zayed International Airport (Terminal A) , the airline is a key driver of Abu Dhabi’s economic vision, focusing on sustainable aviation and “AI-driven” guest experiences.

Culture

The culture at Etihad is defined by “Emirati Hospitality, Resilience, and Digital Innovation.” It is a high-performance, multicultural environment where “The World is Our Home.”

The “Guest-First” Philosophy: Every employee, from cabin crew to ground engineers, is trained in the “Etihad Way”—a culture of personalized care that treats every passenger as a “guest” in an Emirati home.
Sustainability as a Core Value: Etihad is a global pioneer in “Green Aviation.” The internal culture is heavily focused on the “Greenliner” program , encouraging staff to innovate in carbon-offsetting, SAF (Sustainable Aviation Fuel), and waste reduction.
Safety & Security Rigor: Operating in a high-consequence industry, the culture is rooted in absolute compliance and a “Zero-Failure” mindset, supported by the world-class Etihad Training Academy .
Diversity & Inclusion: With over 150 nationalities, the workforce is a “Microcosm of the World.” In 2026, there is a strong cultural push for Emiratisation (Nafis) and female leadership in flight operations and engineering.

Location

Etihad’s operations are centered in the heart of Abu Dhabi’s aviation corridor, providing a seamless link between corporate strategy and flight operations.

Etihad Headquarters: The airline is headquartered in Khalifa City , strategically located near the airport. This campus houses the executive leadership, commercial teams, and the Etihad Aviation Group nerve center.
Zayed International Airport (AUH): In 2026, the airline’s primary operational hub is the iconic Terminal A , a masterpiece of “Biometric” and “AI-integrated” travel that can handle up to 45 million passengers annually.
Etihad Training Academy: Located in Khalifa City A , this facility serves as the cultural and technical heart of the airline, featuring advanced full-flight simulators and cabin safety trainers.

Etihad 2026: Aviation & Sustainability Matrix

Pillar	2026 Strategic Focus	Impact for Abu Dhabi
Network Growth	125+ Destinations & 160+ Aircraft.	Connecting Abu Dhabi to the world’s key markets.
Sustainability	Net Zero 2050 & SAF Integration.	Leading the “Green Aviation” transition in the GCC.
Guest Experience	AI-Personalized “Concierge” Services.	Redefining “Luxury” through digital-human synergy.
Cargo	Etihad Cargo (Pharma & Fresh).	Supporting the UAE’s role as a global logistics hub.

2026 Professional DNA & Standards

The “Aviation Specialist” Standard: Etihad seeks professionals with “Operational DNA” — individuals who combine technical mastery with the “Soft Skills” required for high-stakes international service.
Digital Fluency: In 2026, all staff—from pilots to baggage handlers—utilize integrated AI-decision support tools to optimize flight paths, maintenance schedules, and guest interactions.
Global Mobility: Careers at Etihad offer unparalleled “Global Reach,” with opportunities for international postings in major hubs like London, New York, and Sydney.
Comprehensive Benefits: Recognized as a “Top Employer,” Etihad provides premium benefits including concessional travel , comprehensive health insurance, and structured career pathways through the Etihad Leadership Program .

To apply for this job please visit careers.etihad.com.