Customer Experience Supervisor

Palma Holding; Dubai; On-site; AED 249,000 - 350,000; Full time

Job summary

A premier luxury residential developer in Dubai seeks a Customer Experience Supervisor to lead the hospitality experience within ultra-luxury residences. This high-visibility role emphasizes exceptional service delivery and resident engagement. The successful candidate will have 3-5 years in luxury hospitality, supervising teams and ensuring seamless service operations. Fluent English is required, with Arabic preferred. This is a unique opportunity to be part of a distinguished team committed to excellence and personalized service.

Qualifications

• 3-5 years of experience in luxury hospitality, supervisory experience preferred.
• Background in 5-star or luxury hotel environments is essential.
• Fluency in English; Arabic or additional languages is desirable.

Responsibilities

• Oversee all Front-of-House operations at Serenia Living.
• Ensure seamless service and coordination among concierge and driver teams.
• Lead and mentor Front-of-House teams to uphold service excellence.

Skills

Customer service excellence

Team leadership

Attention to detail

Fluent in English

Operational acumen

Job description

We are seeking an exceptional Customer Experience Supervisor to lead the delivery of a hotel-grade, ultra-luxury living experience within Serenia Living, one of Dubai’s most exclusive beachfront residential communities.

This is a high-visibility leadership role for a hospitality professional who thrives in refined environments and understands that true luxury lies in anticipation, discretion, and flawless execution.

Reporting to the Customer Experience Manager, you will orchestrate all Front-of-House operations — Concierge, Doorman, Porter, Chauffeurs (Rolls-Royce & buggies), and Clubhouse & Amenities teams — ensuring every resident interaction mirrors the service excellence of the world’s finest five-star hotels, while delivering the personalization of a private members’ club.

Why This Role Appeals to Five-Star Hotel Professionals

Why This Role Appeals to Five-Star Hotel Professionals

• Operate within an ultra-luxury residential environment, not a transient hotel — allowing deeper resident relationships and personalized service
• Lead a multi-disciplinary FOH operation with direct ownership and influence
• Work with luxury assets including Rolls-Royce chauffeur services and premium amenities
• Be part of a boutique, high-standards leadership team where excellence is noticed and rewarded
• A clear pathway for career progression into senior experience or operations leadership

Key Responsibilities

• Serve as the on-ground service ambassador for Serenia Living, maintaining a strong and elegant presence across the lobby, porte-cochère, and clubhouse.
• Ensure seamless coordination between Concierge, Doorman, Porter, and Driver teams, delivering a fluid and intuitive resident journey.
• Set the tone for professionalism, warmth, and polish — leading by example at all times.

Arrival, Departure & Transportation Excellence

• Oversee the daily operation, scheduling, and presentation of the Rolls-Royce fleet and resident buggy services.
• Ensure every arrival and departure is choreographed with precision, discretion, and five-star finesse.
• Partner closely with Concierge to manage bookings, VIP movements, bespoke requests, and mobility solutions.

People Leadership & Service Culture

• Lead, mentor, and inspire Front-of-House teams, ensuring consistent service excellence across all touchpoints.
• Promote a culture of cross-training, empowerment, and ownership, reflective of leading luxury hotel brands.
• Conduct daily briefings and service huddles focused on resident preferences, VIP profiles, and operational priorities.

Clubhouse & Amenities Experience

• Oversee the operation and service delivery of the clubhouse, pools, beach lounge, spa, and lifestyle amenities.
• Ensure amenities are immaculately presented and that programming and offerings are proactively communicated to residents.
• Collaborate with Concierge to elevate resident engagement and utilization of facilities.

Brand Standards & Quality Assurance

• Uphold Serenia Living’s luxury standards in grooming, uniform, language, and service etiquette.
• Monitor, audit, and continuously enhance SOPs to align with five-star hospitality benchmarks.
• Oversee FOH assets and equipment, ensuring they are always guest-ready and impeccably maintained.

Ideal Candidate Profile

• Background in 5-star or luxury hotel environments (Front Office, Guest Services, Concierge, Bell/Valet, or Guest Experience).
• Minimum 3–5 years’ experience in luxury hospitality, with at least 2 years in a supervisory or team-lead role.
• Strong operational acumen with a refined eye for detail and service choreography.
• Naturally polished, confident, and service-driven leadership style.
• Proven ability to engage confidently with ultra-high-net-worth guests and residents.
• Fluent in English; Arabic or additional languages are highly desirable.