Guest Experience Center Lead

NH Collection Hotels & Resorts; Dubai; On-site; AED 134,000 - 201,000; Full time

Job summary

NH Collection Dubai The Palm is seeking a dynamic Guest Service Center Supervisor to oversee daily operations of the guest service center within the Front Office.

You will lead and coach the team, handling inquiries, requests, and escalations while maintaining NH Collection brand standards and ensuring seamless collaboration with all hotel departments.

The role requires strong English, prior supervisory experience in hospitality, and a passion for delivering memorable guest experiences.

Qualifications

• Diploma or degree in Hospitality Management preferred.
• Experience in Front Office/Guest Services is required.
• Supervisory or team-leading experience preferred.
• Strong leadership and interpersonal skills required.
• Excellent guest service and problem-solving abilities essential.
• Good command of English; additional languages helpful.
• Knowledge of Opera or PMS systems preferred.
• Proficient with Microsoft Office applications.

Responsibilities

• Supervise daily operations of the Guest Service Center and ensure efficient service delivery.
• Lead, coach, and support team members to deliver exceptional guest experiences.
• Handle guest calls, inquiries, requests, feedback, and complaints with timely follow-up.
• Record and coordinate guest requests with relevant departments.
• Monitor pending requests and ensure timely completion with other teams.
• Handle complex concerns and service recovery, escalating when needed.
• Maintain knowledge of hotel facilities, outlets, promotions, and local attractions.
• Coordinate with Front Office, Housekeeping, Engineering, and other departments for seamless service.
• Conduct shift briefings and ensure clear handovers between shifts.
• Assist in training and development while monitoring performance and standards.
• Review guest feedback and identify improvement opportunities.

Skills

Guest service

Leadership

Supervision

Team motivation

Communication

Customer focus

PMS (Opera)

MS Office

Education

Diploma or degree in Hospitality Management

Tools

Opera PMS

Microsoft Office

Job description

NH Collection Dubai The Palm is seeking a dynamic Guest Service Center Supervisor to oversee daily operations of the guest service center within the Front Office.

You will lead and coach the team, handling inquiries, requests, and escalations while maintaining NH Collection brand standards and ensuring seamless collaboration with all hotel departments.

The role requires strong English, prior supervisory experience in hospitality, and a passion for delivering memorable guest experiences.