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

IHG Hotels & Resorts; Dubai; On-site; AED 78,120 - 122,760; Full time

Job summary

IHG Hotels & Resorts is seeking a Guest Experience Maker (GEM) Supervisor for their Six Senses The Palm Dubai location. This role involves overseeing daily guest operations, managing arrivals and departures, and ensuring customized, luxury experiences for guests.

The ideal candidate will possess a diploma and 2 years of experience in luxury guest services, with strong communication and supervisory skills. We offer a vibrant work atmosphere focused on sustainability and wellness.

Qualifications

• At least 2 years of experience in a luxury hotel guest services role.
• Strong understanding of hotel reservation policies, discounts, and procedures.
• Excellent communication skills and guest-handling abilities.

Responsibilities

• Review daily arrivals and departures to plan guest activities and room assignments.
• Supervise handling of VIP Guests and Groups for seamless experiences.
• Respond to guest inquiries, feedback, and complaints.

Skills

Guest relations supervision

VIP and group handling

Reservation and arrival planning

Team coordination and training

Service recovery

Cross-department communication

Operational reporting

Attention to detail and service standards

Education

Diploma or equivalent

Hospitality degree preferred

Tools

MS Office

POS

PMS

CRM hotel systems

Job description

Position Overview

Six Senses The Palm Dubai is hiring a Guest Experience Maker (GEM) Supervisor to oversee daily guest operations, manage arrivals and departures, and ensure every guest receives a personalized, seamless stay. This role supports luxury guest experiences through meticulous planning, coordination, and communication across departments.

Job Details

• Country: UAE
• City: Dubai
• Industry: Hospitality and Tourism
• Function: Customer Service
• Salary: 7000-11000 (Market estimated)
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Key Responsibilities

• Review daily arrivals and departures to plan and coordinate guest activities and room assignments
• Handle billing requirements, block rooms for incoming guests, and resolve discrepancies
• Ensure rooms are inspected prior to check-in for cleanliness and maintenance standards
• Supervise handling of Special Guests, VIP Guests, and Groups for seamless experiences
• Implement and maintain the guest recognition program
• Assist with staff scheduling, training, and performance feedback for the Guest Experience team
• Respond to guest inquiries, feedback, and complaints; log issues and ensure appropriate follow-up
• Maintain department equipment in proper working condition
• Uphold Six Senses service standards, LQA benchmarks, and guest satisfaction goals
• Coordinate with other departments to ensure smooth guest flow from arrival to departure

Ideal Profile

• Diploma or equivalent with at least 2 years of experience in a luxury hotel guest services role
• Hospitality degree preferred from a recognized institute
• Proficiency in MS Office and familiarity with POS, PMS, and CRM hotel systems
• Strong understanding of hotel reservation policies, discounts, and procedures for local and international bookings
• Excellent communication skills with strong guest-handling abilities
• Fluency in English; additional languages are an advantage

Skills Set

• Guest relations supervision
• VIP and group handling
• Reservation and arrival planning
• Team coordination and training
• Service recovery
• Cross-department communication
• Operational reporting
• Attention to detail and service standards

Why Join Us

Be part of a globally recognized luxury wellness brand. Work in an inspiring environment focused on sustainability, crafted experiences, and emotional hospitality. Grow your career within Six Senses' international network.

About the Company

Six Senses The Palm Dubai delivers exceptional luxury hospitality rooted in wellness, sustainability, and personalized guest experiences. The GEM team is at the heart of the resort's mission to create meaningful connections with every guest.