Guest Experience Supervisor — Luxury Front Desk

IHG Hotels & Resorts; Dubai; On-site; AED 110,000 - 170,000; Full time

Job summary

IHG Hotels & Resorts in Dubai is seeking a Front Office Supervisor to lead the front desk team during your shift and ensure a smooth guest journey from arrival to departure.

You will coach colleagues to deliver professional, personalised and attentive service, engage with guests, and respond promptly to requests, feedback and concerns.

The role focuses on maintaining brand standards, safety requirements and collaborating with Housekeeping, Concierge and Reservations to maximise guest satisfaction.

Qualifications

• Previous experience in Front Office or Guest Services, preferably in a luxury hotel or resort.
• Previous supervisory or team-leading experience.
• Strong communication, guest service and problem-solving skills.
• Ability to handle guest concerns and make decisions during busy operations.
• Knowledge of Front Office systems and Microsoft Office.
• Strong organisational skills and attention to detail.
• A degree or diploma in Hotel Management or related field would be an advantage.
• Fluent English; additional languages would be an advantage.
• A positive, hands-on approach with a genuine passion for creating memorable guest experiences.

Responsibilities

• Supervise Front Office operations during shifts and ensure smooth guest journey.
• Lead and support colleagues to deliver professional, personalised and attentive service.
• Engage with guests and respond promptly to requests, feedback and concerns.
• Handle guest complaints professionally and take ownership of service recovery.
• Monitor colleague performance and provide guidance, coaching and support when needed.
• Coordinate with Housekeeping, Concierge, Reservations and other departments to ensure seamless guest experiences.
• Ensure Front Office procedures, brand standards, safety requirements and hotel policies are consistently followed.
• Support room upselling and opportunities to enhance the guest experience and hotel performance.
• Ensure clear communication and effective handovers between shifts.
• Being fully familiar with hotel emergency procedures and responding appropriately when required.

Skills

Front Office experience

Supervisory experience

Guest service

Communication

Problem solving

MS Office

Education

Hotel Management degree

Tools

Front Office systems

Microsoft Office

Job description

IHG Hotels & Resorts in Dubai is seeking a Front Office Supervisor to lead the front desk team during your shift and ensure a smooth guest journey from arrival to departure.

You will coach colleagues to deliver professional, personalised and attentive service, engage with guests, and respond promptly to requests, feedback and concerns.

The role focuses on maintaining brand standards, safety requirements and collaborating with Housekeeping, Concierge and Reservations to maximise guest satisfaction.