Job description
Role Overview
Guest Service Center Supervisor at NH Collection Dubai The Palm, located in Dubai, United Arab Emirates.
Company Overview
NH Collection Hotels & Resorts operates captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Hotels feature eclectic-elegant atmospheres designed to evoke extraordinary feelings through stimulating details that create memorable moments. The company welcomes business travellers, friends, and couples seeking premium service, with experiences centred on wellbeing, gastronomy, culture, and pure indulgence.
Role Purpose
The Guest Service Center Supervisor oversees daily operations of the Guest Service Center, ensuring all guest inquiries, requests, and concerns are handled promptly, professionally, and efficiently. The role leads and supports the team in delivering exceptional service while ensuring compliance with NH Collection brand standards and Front Office procedures.
Key Responsibilities
Operations & Service Delivery
- Supervise the daily operations of the Guest Service Center and ensure smooth and efficient service delivery.
- Handle guest calls, inquiries, requests, feedback, and complaints professionally and ensure timely follow-up and resolution.
- Ensure guest requests are accurately recorded, communicated, and coordinated with relevant departments.
- Monitor pending guest requests and follow up with concerned departments to ensure timely completion.
- Maintain excellent knowledge of hotel facilities, room types, Food & Beverage outlets, promotions, services, and local attractions.
Leadership & Team Development
- Lead, motivate, coach, and support Guest Service Center team members to consistently deliver exceptional guest experiences.
- Conduct shift briefings and ensure effective communication and proper handovers between shifts.
- Assist in training and developing team members while monitoring performance and service standards.
Service Recovery & Escalation
- Handle complex guest concerns and service recovery situations, escalating matters to Front Office Management when required.
Coordination & Communication
- Coordinate closely with Front Office, Housekeeping, Engineering, Food & Beverage, Security, and other departments to ensure seamless guest service.
Continuous Improvement & Compliance
- Review guest feedback and identify opportunities to continuously improve the guest experience.
- Ensure compliance with NH Collection brand standards, hotel policies, Standard Operating Procedures, and health and safety requirements.
- Maintain guest confidentiality and ensure all guest information is handled in accordance with hotel policies.
- Perform any other duties as assigned by Front Office Management.
Qualifications & Experience
- Diploma or degree in Hospitality Management, Hotel Management, or a related field is preferred.
- Previous experience in Front Office, Guest Services, Guest Service Center, or a similar hotel operation is required.
- Previous supervisory or team-leading experience in a hotel environment is preferred.
Skills & Competencies
- Strong leadership, communication, and interpersonal skills.
- Excellent guest service and problem-solving abilities with a proactive approach to service recovery.
- Good command of written and spoken English; additional languages are an advantage.
- Knowledge of Opera or other Property Management Systems (PMS) is preferred.
- Good computer skills, including Microsoft Office applications.
- Ability to remain calm and make sound decisions in a fast-paced environment.
Additional Information
- Flexible and able to work shifts, weekends, and public holidays.