Guest Service Center Supervisor

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

Job Location: NH Collection Dubai The Palm

NH Collection Hotels & Resorts showcases captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Thoughtfully designed with an eclectic-elegant atmosphere, our hotels are built to evoke extraordinary feelings — paying great attention to stimulating details that create truly memorable moments.

We welcome business travellers, friends, and couples seeking premium service, and we craft experiences centred on wellbeing, gastronomy, culture, and pure indulgence. If you are passionate about creating those extraordinary moments for every guest, NH Collection is the place to do it. Feel the extraordinary.

We are seeking an enthusiastic and service-driven Guest Service Center Supervisor to join our Front Office team at NH Collection Dubai The Palm.

The Guest Service Center Supervisor is responsible for overseeing the daily operations of the Guest Service Center, ensuring all guest inquiries, requests, and concerns are handled promptly, professionally, and efficiently. The role leads and supports the team in delivering exceptional service while ensuring compliance with NH Collection brand standards and Front Office procedures.

Key Responsibilities

• Supervise the daily operations of the Guest Service Center and ensure smooth and efficient service delivery.
• Lead, motivate, coach, and support Guest Service Center team members to consistently deliver exceptional guest experiences.
• Handle guest calls, inquiries, requests, feedback, and complaints professionally and ensure timely follow-up and resolution.
• Ensure guest requests are accurately recorded, communicated, and coordinated with the relevant departments.
• Monitor pending guest requests and follow up with concerned departments to ensure timely completion.
• Handle complex guest concerns and service recovery situations, escalating matters to Front Office Management when required.
• Maintain excellent knowledge of hotel facilities, room types, Food & Beverage outlets, promotions, services, and local attractions.
• Coordinate closely with Front Office, Housekeeping, Engineering, Food & Beverage, Security, and other departments to ensure seamless guest service.
• Conduct shift briefings and ensure effective communication and proper handovers between shifts.
• Assist in training and developing team members while monitoring performance and service standards.
• Review guest feedback and identify opportunities to continuously improve the guest experience.
• Ensure compliance with NH Collection brand standards, hotel policies, Standard Operating Procedures, and health and safety requirements.
• Maintain guest confidentiality and ensure all guest information is handled in accordance with hotel policies.
• Perform any other duties as assigned by Front Office Management.

Qualifications

• Diploma or degree in Hospitality Management, Hotel Management, or a related field is preferred.
• Previous experience in Front Office, Guest Services, Guest Service Center, or a similar hotel operation is required.
• Previous supervisory or team-leading experience in a hotel environment is preferred.
• Strong leadership, communication, and interpersonal skills.
• Excellent guest service and problem-solving abilities with a proactive approach to service recovery.
• Good command of written and spoken English; additional languages are an advantage.
• Knowledge of Opera or other Property Management Systems (PMS) is preferred.
• Good computer skills, including Microsoft Office applications.
• Ability to remain calm and make sound decisions in a fast-paced environment.
• Flexible and able to work shifts, weekends, and public holidays.

If you are passionate about hospitality, enjoy leading and developing a team, and take pride in creating memorable guest experiences, we would love to hear from you.

Join NH Collection Dubai The Palm and Feel the Extraordinary.