Guest Experience Supervisor

Dorchester Hotel Ltd.; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Complimentary hotel stays

50% off at bars and restaurants

Private Medical Insurance

Life Insurance

Company Accommodation

Transportation to work

Uniform provided

Job summary

Dorchester Hotel Ltd. seeks a Guest Experience Supervisor for AVA at Palm Jumeirah, Dubai. You will build genuine, trusted relationships with residents, supervise the front-of-house team, and maintain high service standards.

The ideal candidate has a background in luxury hospitality, excellent communication skills, and emotional intelligence. Responsibilities include handling resident feedback and ensuring compliance with UAE regulations. Competitive salary and benefits, including complimentary stays, medical insurance, and provided transportation are offered.

Qualifications

• Background in luxury guest relations, front office, or concierge operations in a 5-star hotel.
• Experience supervising front-of-house teams.
• Ability to handle resident feedback with professionalism and empathy.
• Strong organizational skills and emotional intelligence.

Responsibilities

• Serve as the primary contact for residents, building trusted relationships.
• Supervise front-of-house experience ensuring high service standards.
• Handle resident feedback and concerns efficiently.
• Maintain logs of interactions and service requests.

Skills

Luxury guest relations

Supervising front‑of‑house teams

Impeccable communication

Organizational agility

Cultural awareness

Bilingual communication

Job description

Guest Experience Supervisor – AVA at Palm Jumeirah

Division & Department: Rooms – Residences

Contract Type: Permanent

Status: Full time

What you’ll do

• Serve as the primary point of contact for residents on a day-to-day basis, building genuine, trusted relationships grounded in warmth, discretion, and an intuitive understanding of individual preferences and lifestyles.
• Oversee and supervise the front‑of‑house experience across the Residences, ensuring Lobby Hosts, Concierge, and Doormen deliver service that is consistently polished, anticipatory, and aligned with Dorchester Collection’s ultra‑luxury standards.
• Maintain comprehensive and up‑to‑date resident preference profiles, ensuring every member of the team is equipped to deliver a personalized experience at every touchpoint.
• Act as the first point of resolution for any resident feedback or concerns, handling all matters with professionalism, empathy, and swift, effective follow‑through.
• Supervise and support the front‑of‑house team during operational shifts, providing real‑time guidance, coaching, and ensuring service standards are always upheld.
• Monitor the presentation and ambience of all resident‑facing areas including the lobby, amenity spaces, and communal zones, ensuring they consistently reflect the property’s ultra‑luxury positioning.
• Maintain accurate logs of resident interactions, service requests, feedback, and follow‑ups, ensuring full visibility and continuity of care across the team.
• Ensure full compliance with UAE health, safety, and data privacy requirements in all aspects of resident‑facing operations.

What you’ll bring

• A background in luxury or ultra‑luxury guest relations, front office, or concierge operations in a 5‑star hotel or branded residence.
• A natural relationship builder with a warm, polished, and memorable presence; someone residents are genuinely glad to see and instinctively trust.
• Proven experience supervising or leading front‑of‑house teams.
• Impeccable communication skills and an unwavering sense of discretion and personal integrity.
• Strong organisational agility, able to manage multiple priorities simultaneously while maintaining the calm, unhurried presence that ultra‑luxury service demands.
• Emotionally intelligent and culturally aware, with the sensitivity to adapt your approach seamlessly to the diverse backgrounds and expectations of an ultra‑high‑net‑worth resident community.
• UAE experience is strongly preferred; familiarity with Dubai’s luxury residential and hospitality landscape is a distinct advantage.
• English is the primary language used at AVA. You can comfortably communicate in this language. Additional languages are an advantage.

What you’ll get

• Competitive Salary Package
• Complimentary stays with breakfast included in our sister Dorchester Collection hotels
• 50% off at bars and restaurants within all our sister Dorchester Collection hotels
• Private Medical Insurance
• Life Insurance
• Company Accommodation
• Company provided transportation to and from work
• Uniform provided by the Company with complimentary laundry

Job Location

United Arab Emirates – Dubai

Diversity and Inclusion

Diversity and Inclusion are core beliefs; we strive to create an environment where all employees feel valued and respected.

Reference

2026‑6305