Guest Experience Maker (GEM) Supervisor- Six Senses The Palm Dubai

InterContinental Hotels Group; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hotel chain in Dubai is seeking a Guest Experience Maker (GEM) Supervisor to ensure exceptional service. The role involves coordinating guest arrivals and departures, maintaining high standards of guest recognition, and managing customer feedback. The ideal candidate must have a diploma in hospitality, coupled with at least 2 years of experience in a luxury hotel environment. Technical skills in MS Office and fluency in English are essential, while knowledge of hotel reservation systems is preferred.

Qualifications

• At least 2 years’ experience within a luxury hotel operational setting.
• Diploma in Hospitality from a recognized school is preferred.
• Ability to use various hotel reservation systems.

Responsibilities

• Coordinate arrivals, departures and billing requirements.
• Implement and maintain guest recognition program.
• Handle guest feedback, inquiries, and comments.

Skills

Technical skills in MS Office

Fluent in English

Understanding additional languages

Education

Diploma or equivalent in Hospitality

Tools

POS systems

PMS systems

CRM platforms

Job description

Guest Experience Maker (GEM) Supervisor- Six Senses The Palm Dubai

Hotel: Dubai The Palm (DXBDP), Plot number PJCRC08_200

As Guest Experience Maker (GEM) Supervisor, I will assume full responsibility for the efficient operation in the following:

Responsibilities

• Review arrivals and departures to plan for the next day’s activities. Coordinate arrivals, departures and billing requirements. Block rooms for arrivals and ensure any discrepancies are resolved.
• Review daily arrivals and departures to ensure proper handling of Special Guests, VIP Guests and Groups.
• Ensure rooms are checked prior to guest’s check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
• Implement and maintain guest recognition program.
• Assist in scheduling, training and providing feedback to Front Office Manager.
• Handle guest feedbacks, inquiries, and comments. Log them and initiate appropriate action and follow up.
• Ensure all equipment of the department is kept clean and in good working condition.
• Upkeep Six Senses guidelines and standards of service and operation. My performance benchmarks are maintained and exceeded.
• Strictly adhere to LQA standards and guest comments.

Qualifications

• Diploma or equivalent and at least 2 years’ experience within a luxury hotel operational setting. Hospitality diploma/degree from a recognized hospitality school is preferred.
• Technical skills include MS Office – Word, Excel, PowerPoint and Outlook. Familiar with various hotel systems including POS, PMS and CRM platforms. Knowledge of hotel/resort and policies regarding reservations, discounts and detailed procedures in handling local and overseas room bookings.
• Fluent in English; understanding that additional languages are preferred.

The above is intended to provide an overview of the role and responsibilities for a GEM Supervisor at Six Senses The Palm Dubai. It is not and does not infer that the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position.

Six Senses The Palm Dubai is an equal opportunity employer. This policy applies to all terms and conditions of employment.

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