Job description
Role Overview
Guest Service Supervisor at NH Collection Dubai The Palm, located at NH Collection Dubai The Palm.
Company Overview
NH Collection Hotels & Resorts operates captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. The brand features thoughtfully designed hotels with an eclectic-elegant atmosphere built to evoke extraordinary feelings through stimulating details that create memorable moments. NH Collection welcomes business travellers, friends, and couples seeking premium service, crafting experiences centred on wellbeing, gastronomy, culture, and pure indulgence.
Role Purpose
The Guest Service Supervisor supports Front Office operations by supervising the Guest Service team and ensuring every guest receives professional, efficient, and personalized service throughout their stay.
Key Responsibilities
Operations & Guest Service
- Supervise daily Guest Service and Front Office operations and ensure smooth shift activities.
- Ensure guests receive a warm welcome and efficient check-in and check-out experience.
- Monitor guest preferences, special requests, VIP arrivals, and other important guest requirements.
- Ensure accurate guest information, billing, room assignments, and system updates.
- Conduct shift briefings and ensure proper handovers between shifts.
Guest Relations & Problem Resolution
- Handle guest requests, concerns, and complaints professionally and ensure timely resolution.
- Support and guide Guest Service Agents to maintain high service standards.
Departmental Coordination
- Coordinate closely with Housekeeping, Reservations, Concierge, Bell Desk, and other departments.
Compliance & Standards
- Ensure compliance with hotel policies, procedures, brand standards, and safety requirements.
Team Development
- Assist with training, coaching, and development of team members.
- Support the Front Office leadership team in achieving guest satisfaction and operational targets.
Qualifications & Experience
- Previous Front Office or Guest Service experience in a hotel, preferably in a supervisory capacity.
- Strong communication, interpersonal, and guest-handling skills.
- Good leadership and problem-solving abilities.
- Ability to work effectively in a fast-paced, multicultural environment.
- Knowledge of hotel PMS/Opera is an advantage.
- Good command of English; additional languages are an advantage.
Additional Information
- Flexibility to work shifts, weekends, and public holidays.