Guest Service Supervisor

About the role

NH Collection Dubai The Palm is looking for a Guest Service Supervisor to support the Front Office operation. The supervisor leads the Guest Service team so that every guest receives professional, efficient and personalised service throughout their stay.

Key responsibilities

• Supervise daily Guest Service/Front Office operations and ensure smooth shift activities.
• Make sure guests receive a warm welcome and an efficient check-in and check-out experience.
• Handle guest requests, concerns and complaints professionally and resolve them promptly.
• Support and guide Guest Service Agents to maintain high service standards.
• Monitor guest preferences, special requests, VIP arrivals and other important guest needs.
• 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 reaching guest satisfaction and operational targets.

Required profile

• 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 in a fast-paced, multicultural environment.
• Flexibility to work shifts, weekends and public holidays.
• Good command of English; additional languages are an advantage.

Required skills

• Knowledge of hotel PMS/Opera is an advantage.