Guest Service Supervisor

NH Collection Hotels & Resorts; Dubai; On-site; AED 70,000 - 110,000; Full time

Job summary

NH Collection Dubai The Palm is seeking a Guest Service Supervisor to lead the Front Office team and ensure a warm, efficient and personalized guest experience throughout the stay.

You will supervise daily operations, support and mentor Guest Service Agents, and coordinate with housekeeping, reservations and other departments to meet service standards and guest satisfaction goals.

Qualifications

• Experience in Front Office or Guest Service in a hotel setting, ideally in a supervisory role.
• Strong communication and guest-handling skills with a customer-first mindset.
• Flexible to work shifts, weekends and public holidays.
• Ability to lead a diverse team in a fast-paced environment.

Responsibilities

• Supervise daily Guest Service/Front Office operations and ensure smooth shift activities.
• Greet guests warmly and oversee efficient check-in/check-out processes.
• Address guest requests and resolve concerns promptly and professionally.
• Coach and support Guest Service Agents to maintain high service standards.
• Monitor VIP arrivals, guest preferences and ensure accurate billing and room data.
• Coordinate with Housekeeping, Reservations, Concierge and other departments.
• Lead shift briefings and ensure proper handovers between shifts.
• Uphold hotel policies, brand standards and safety requirements.
• Assist in training, coaching, and development of team members.
• Support Front Office leadership in achieving guest satisfaction targets.

Skills

Guest relations

Team supervision

Communication

Problem solving

Multicultural teamwork

English proficiency

Tools

Opera PMS

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.

The Guest Service Supervisor supports the Front Office operation by supervising the Guest Service team and ensuring every guest receives professional, efficient, and personalized service throughout their stay.

Key Responsibilities

• Supervise daily Guest Service/Front Office operations and ensure smooth shift activities.
• Ensure guests receive a warm welcome and efficient check-in and check-out experience.
• Handle guest requests, concerns, and complaints professionally and ensure timely resolution.
• Support and guide Guest Service Agents to maintain high service standards.
• Monitor guest preferences, special requests, VIP arrivals, and other important guest requirements.
• Ensure accurate guest information, billing, room assignments, and system updates.
• Coordinate closely with Housekeeping, Reservations, Concierge, Bell Desk, and other departments.
• Conduct shift briefings and ensure proper handovers between shifts.
• Ensure compliance with hotel policies, procedures, brand standards, and safety requirements.
• Assist with training, coaching, and development of team members.
• Support the Front Office leadership team in achieving guest satisfaction and operational targets.

Qualifications & Experience

• Previous Front Office or Guest Service experience in a hotel, preferably in a supervisory capacity.
• Strong communication, interpersonal, and guest-handling skills.
• Good leadership and problem-solving abilities.
• Ability to work effectively in a fast-paced, multicultural environment.
• Knowledge of hotel PMS/Opera is an advantage.
• Flexibility to work shifts, weekends, and public holidays.
• Good command of English; additional languages are an advantage.

If you enjoy connecting with people and creating memorable first impressions, we would love to hear from you.

Join NH Collection Dubai The Palm and Feel the Extraordinary!