Guest Service Center Supervisor: Lead Guest Experience

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

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.