Guest Service Centre Supervisor

NH Collection Dubai The Palm: Eclectic Elegance on Palm Jumeirah

Feel the ambiance at our exciting new hotel on Palm Jumeirah. Sitting on the exclusive West Beach, NH Collection Dubai The Palm gives easy access to the nearby Nakheel Mall.

Our new property is brimming with energy and chic touches of authentic local character. The new 14-storey property is offering 227 hotel guest rooms and suites and 306 serviced apartments.

Guests are just a short journey from all Dubai’s top attractions, including the Burj Khalifa, Dubai Mall, and Dubai Marina. Our sunset-facing rooftop infinity pool and its elegant bar and lounge is the perfect place to feel relaxed between exploring. Those seeking a more stimulating atmosphere can indulge at the hotel’s lively sports bar, set to be one of the new ‘go to’ spots in Dubai.

We are seeking a professional and customer-focused Guest Service Center Supervisor to join our team in Dubai, United Arab Emirates. In this supervisory role, you will lead a dynamic guest service team, ensuring exceptional customer experiences while maintaining operational excellence.

• Supervise and mentor guest service representatives, providing coaching, training, and performance feedback to ensure team excellence
• Monitor and evaluate service quality standards, ensuring all guest interactions meet organizational expectations
• Handle escalated guest concerns and complaints with professionalism and empathy, working toward swift resolutions
• Manage staff scheduling, attendance, and workload distribution to optimize center operations
• Analyze performance metrics and guest satisfaction data to identify improvement opportunities and prepare reports for management review
• Implement and maintain standard operating procedures for the guest service center
• Collaborate with other departments to ensure seamless guest experiences and operational efficiency
• Foster a positive team environment that promotes professional growth and employee engagement

• 3-5 years of experience in customer service, hospitality, or a related service-oriented environment
• 2 or more years of supervisory, team lead, or management experience
• Proven ability to lead, motivate, and develop team members effectively
• Excellent interpersonal and communication skills, both verbal and written
• Strong problem-solving and conflict resolution abilities
• Proficiency in time management and organizational skills
• Experience with customer relationship management systems and service center operations
• Ability to analyze performance data and implement process improvements
• High school diploma or equivalent (minimum); hospitality or customer service certification preferred
• Proficiency in Microsoft Office and relevant service center software
• Ability to work flexible hours, including evenings and weekends, as needed
• Fluency in English; additional language skills are advantageous in the Dubai market