Guest Ambassador Supervisor (UAEN) - Aldar Retail Management

ALDAR; Abu Dhabi; On-site; AED 156,000 - 234,000; Full time

Job summary

Aldar is seeking an experienced Guest Ambassador Supervisor to lead the Client Engagement & Relations team at Saadiyat Grove in Abu Dhabi. The role focuses on delivering seamless, personalised guest experiences, resolving inquiries and guiding operations to reflect Emirati hospitality benchmarks.

You will coach a multi-lingual team, manage guest feedback across channels, and collaborate with retailers, tenants, and security to elevate service standards and event support.

Qualifications

• Minimum 3 years in a supervisory or managerial role.
• Experience in luxury destinations, premium venues, or related sectors.
• Fluency in English and Arabic; bilingual communication skills.

Responsibilities

• Lead, coach and develop the Guest Ambassador team for consistent service excellence.
• Oversee daily guest engagement, inquiries, feedback and escalations with timely resolutions.
• Monitor service quality and operational performance, identifying improvement opportunities.
• Conduct daily team briefings and communicate priorities for events and experiences.
• Oversee Aldar Gift Card operations, including sales tracking, cash handling and reporting.
• Maintain accurate records and prepare regular guest experience and operations reports.
• Build strong relationships with internal departments, tenants and external stakeholders.
• Ensure team awareness of security procedures and support emergency coordination.

Skills

Hospitality leadership

Customer service

Multilingual English/Arabic

Job description

Aldar Retail Management (ARM) managing and operating a portfolio of retail destinations that bring together shopping, dining, entertainment, and lifestyle experiences.

At Saadiyat Grove, located in the heart of Abu Dhabi's cultural district, we bring together art, culture, architecture, and luxury, creating exceptional experiences inspired by the warmth and authenticity of Emirati hospitality.

We are seeking an experienced and service-oriented Guest Ambassador Supervisor to lead the Client Engagement & Relations team, ensuring every guest receives a seamless, personalised, and memorable experience.

Key Responsibilities

• Lead, coach, and develop the Guest Ambassador team, ensuring consistent delivery of exceptional service standards.
• Oversee daily guest engagement, inquiries, feedback, complaints, and escalations, ensuring timely and personalised resolutions.
• Monitor service quality and operational performance, identifying opportunities for continuous improvement.
• Conduct daily team briefings and communicate operational updates, events, and guest experience priorities.
• Oversee Aldar Gift Card operations, including daily sales tracking, cash handling, reconciliation, and reporting.
• Maintain accurate operational records and prepare regular reports on guest feedback, service performance, and operational activities.
• Build strong relationships with internal departments, retailers, tenants, and external stakeholders.
• Ensure team awareness of security procedures and support emergency coordination with Security and relevant emergency services.

Key Requirements:

• Progressive experience in hospitality, customer service, luxury retail, or destination management.
• Minimum 3 years of experience in a supervisory, managerial, or multi-site leadership role.
• Experience within five-star hotels, luxury resorts, aviation, luxury retail, fashion houses, fine dining, museums, or premium shopping destinations.
• Fluency in at least two languages and strong proficiency in English and Arabic.
• Passionate about culture, art, design, and refined lifestyle environments.
• Strong leadership, problem-solving, organisational, and decision-making capabilities.
• A genuine passion for guest engagement, cultural awareness, and delivering exceptional hospitality experiences.

Working Conditions

• Flexibility to work rotational shifts, including weekends and public holidays, according to business requirements.
• Availability to support seasonal activations, special events, and peak operational periods.

Join Our Team

Be part of the Saadiyat Grove experience and help shape a destination where culture, luxury, and Emirati hospitality come together.

If you are passionate about leading people and creating exceptional guest experiences, we would love to hear from you.