Residences Concierge Supervisor- Six Senses The Palm Dubai

Role Overview

Residences Concierge Supervisor at Six Senses The Palm Dubai, operated by IHG Hotels and Resorts, based in Dubai.

Company Overview

Six Senses The Palm, Dubai is committed to delivering exceptional hospitality experiences aligned with the Six Senses vision, values, wellness, and sustainability practices.

Role Purpose

To ensure the efficient operation of the Residences and deliver an exceptional experience for residents and colleagues by maintaining brand operating standards, fostering strong resident relationships, and coordinating services across all departments.

Key Responsibilities

Operations & Standards

• Own full responsibility for the efficient operation of the Residences to provide exceptional products and services within brand operating standards.
• Ensure all set policies, procedures, and best practices are in place and rigorously enforced.
• Adopt and follow Six Senses guidelines and standards of service and operation to maintain and exceed performance benchmarks.
• Maintain comprehensive knowledge of safety, security, and emergency procedures in line with brand and statutory requirements, and ensure all hosts do the same.

Resident Experience Management

• Support the Chef Concierge and focus on the rejuvenation of the residential experience.
• Deliver exceptional resident experiences from pre-move-in, move-in, and move-out stages.
• Interact with residents and hosts in a professional, courteous, and positive manner and proactively seek feedback.
• Foster and maintain good relationships with residents and their representatives by providing services and amenities aligned with the Six Senses Brand and quality standards.
• Conduct effective service recovery in the event of complaints to the satisfaction of residents, or direct hosts to do so.

Amenities & Services

• Constantly assess common area amenities, services, and products to remain relevant and in keeping with Six Senses wellness and sustainability practices.
• Maintain thorough knowledge of all facilities, amenities, and services offered by the hotel and residences as well as their location and layout.
• Oversee the management of the residents' history and profile system in conjunction with the Chef Concierge.

Coordination & Communication

• Work in partnership with Guest Experience Maker, Guest Services, Reservations, Housekeeping, Engineering, F&B, Spa/Six Senses Place, and other outsourced approved third-party shared service providers to ensure residents' needs are anticipated and met.
• Lead in the planning and execution of services and lifestyle activities involving residents and the hotel when applicable.
• Document all residents' requests, complaints, or problems immediately, implement them into the approved Residential portal, and notify the designated department.
• Serve as a liaison between residents and various departments and builders/developers.
• Enter complaints into an appropriate system or similar approved software.
• Communicate with the Chef Concierge regularly regarding issues and information relating to residents.

Team Management

• Supervise the Residence's daily operations and have oversight of the Residence Concierge.
• Support the concierge desk during peak times or higher-than-expected levels of business, as directed by the Chef Concierge.
• Assist with responsibilities and duties in the absence of the Chef Concierge.

Qualifications & Experience

• Bachelor's degree in hospitality or business management.
• Minimum three years of experience in a similar luxury hospitality operational role.
• Proven results in luxury hotels or residences.

Skills & Competencies

• Strong organizational and project coordination skills.
• Experience in event coordination and communication drafting.
• Strong written and verbal communication skills, particularly in English.
• Organized and detail-oriented with excellent follow-through.
• Proficient in Microsoft Office Suite and Outlook.
• Proficient in digital communication platforms.
• Proficient in various hotel systems including PMS platforms and Residential Portals.
• Positive, proactive, and collaborative approach.

Additional Information

• Six Senses The Palm, Dubai is an equal opportunity employer.