Guest Service Center Supervisor

Minor Hotels; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

NH Collection Dubai The Palm is seeking a proactive Guest Service Center Supervisor to manage daily operations and lead a frontline team. You will handle inquiries, coordinate with departments, and ensure service recovery when needed.

The role requires strong English communication, hospitality background, and flexibility to work shifts. Join a premium NH Collection property and contribute to delivering memorable guest experiences in a luxury environment within Dubai.

Qualifications

• Diploma or degree in Hospitality Management, Hotel Management, or related field preferred.
• Previous Front Office/Guest Services experience required.
• Supervisory or team-leading experience in a hotel environment preferred.
• Strong leadership, communication, and interpersonal skills.
• Excellent guest service and problem-solving abilities with proactive service recovery.
• Good command of written and spoken English; additional languages are an advantage.
• Knowledge of Opera or other PMS is preferred.
• Good computer skills, including Microsoft Office.
• Able to work in a fast-paced environment and make sound decisions.
• Willingness to work shifts, weekends, and public holidays.

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 deliver exceptional guest experiences.
• Handle guest calls, inquiries, requests, feedback, and complaints with professional follow-up and resolution.
• Ensure guest requests are recorded and coordinated with relevant departments.
• Monitor pending guest requests and follow up with departments for timely completion.
• Handle complex guest concerns and service recovery, escalating to Front Office Management when required.
• Maintain knowledge of hotel facilities, outlets, promotions, services, and local attractions.
• Coordinate with Front Office, Housekeeping, Engineering, F&B, Security, and other departments for seamless service.
• Conduct shift briefings and ensure effective handovers between shifts.
• Assist in training and developing team members and monitor performance and standards.
• Review guest feedback and identify opportunities to improve the guest experience.
• Ensure compliance with NH Collection brand standards, SOPs, and health and safety requirements.
• Maintain guest confidentiality and adhere to hotel policies.
• Perform other duties as assigned by Front Office Management.

Skills

Leadership

Communication

Interpersonal skills

Problem-solving

English proficiency

Opera PMS

MS Office

Front Office experience

Shift flexibility

Education

Hospitality Management degree

Tools

Opera PMS

MS Office

Job description

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.

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