Guest Service Supervisor

Al Mamzar Investments Co. LLC; Dubai Emirate; On-site; AED 180,000 - 280,000; Full time

Job summary

NH Collection Dubai The Palm is seeking a Front Office Supervisor to oversee daily Guest Service/Front Office operations and ensure a warm, efficient guest experience at check-in/check-out. You will guide agents, monitor VIP needs, and coordinate with housekeeping and reservations to uphold top service standards.

Fluent English with strong communication and leadership abilities is required; shift flexibility including weekends may be needed. Experience in a hotel setting is preferred.

Qualifications

• Experience in Front Office or Guest Service in a hotel, preferably in a supervisory capacity.
• Strong communication and guest-handling skills.
• Leadership and problem-solving abilities.
• Ability to work in a fast-paced, multicultural environment.
• Flexibility to work shifts, weekends and public holidays.
• Good command of English; additional languages are an advantage.

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, VIP arrivals, and other important guest requirements.
• Ensure accurate guest information, billing, room assignments, and system updates.
• Coordinate with Housekeeping, Reservations, Concierge, Bell Desk, and other departments.
• Conduct shift briefings and ensure proper handovers between shifts.
• Ensure compliance with hotel policies, 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.

Skills

Communication skills

Interpersonal skills

Guest-handling

Leadership

Problem-solving

Opera PMS

Shift flexibility

Tools

Opera PMS

Job description

Job Location: NH Collection Dubai The Palm. The 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.

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.