Guest Experience Supervisor
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Key skills for this role
About the Role
Hotel One Palm at Jumeirah Division & Department Rooms - Residences Job Title Guest Experience Supervisor Contract Type Permanent Status Full time Position Overview We are not just a collection of hotels, but instead a talented community.
Key Skills for This Role
Full Job Posting
Status
Full time
Position Overview
We are not just a collection of hotels, but instead a talented community.
A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day.
An eclectic grouping who really care about each other and our guests; where belonging transcends all else.
We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people – our Legends – to live our vision –Treasured by Guests, Cherished by Employees, Celebrated Worldwide.
Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy.
The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper.
We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity.
When submitting your application, please let us know if you require any special accommodations during the interview process.
We care about your career and are known for having the absolute best people in the industry.
When you join us as a Guest Experience Supervisor you start a unique opportunity to become celebrated as the very best in your field.
You’ll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.
What You'll Get
As a Guest Experience Supervisor at AVA at Palm Jumeirah here are just some of the great benefits you will receive:
• World-class Development Opportunities
- Complimentary stays with breakfast included in our sister Dorchester Collection hotels
- 50% off at bars and restaurants within all our sister Dorchester Collection hotels
- Meal Allowance
• Private Medical Insurance
- Life Insurance
• Annual Flight Allowance
- Company Accommodation
- Company provided transportation to and from work
- Uniform provided by the Company with complimentary laundry
What You'll Do
- You'll love what you do and take pride in delighting our residents and their guests:
- Serve as the primary point of contact for residents on a day-to-day basis, building genuine, trusted relationships grounded in warmth, discretion, and an intuitive understanding of individual preferences and lifestyles.
- Oversee and supervise the front-of-house experience across the Residences, ensuring Lobby Hosts, Concierge, and Doormen deliver service that is consistently polished, anticipatory, and aligned with Dorchester Collection’s ultra-luxury standards.
- Maintain comprehensive and up-to-date resident preference profiles, ensuring every member of the team is equipped to deliver a personalized experience at every touchpoint.
- Act as the first point of resolution for any resident feedback or concerns, handling all matters with professionalism, empathy, and swift, effective follow-through.
- Supervise and support the front-of-house team during operational shifts, providing real-time guidance, coaching, and ensuring service standards are always upheld.
- Monitor the presentation and ambiance of all resident-facing areas including the lobby, amenity spaces, and communal zones, ensuring they consistently reflect the property’s ultra-luxury positioning.
- Maintain accurate logs of resident interactions, service requests, feedback, and follow-ups, ensuring full visibility and continuity of care across the team.
- Ensure full compliance with UAE health, safety, and data privacy requirements in all aspects of resident-facing operations.
- The items shared are the essence of a day in the life of a Guest Experience Supervisor, but we’ll make sure you are provided with specifics on how we care for our residence, our residents, and our colleagues at AVA at Palm Jumeirah.
What You'll Bring
- A background in luxury or ultra-luxury guest relations, front office, or concierge operations in a 5-star hotel or branded residence,
- A natural relationship builder with a warm, polished, and memorable presence; someone residents are genuinely glad to see and instinctively trust.
- Proven experience supervising or leading front-of-house teams.
- Impeccable communication skills and an unwavering sense of discretion and personal integrity.
- Strong organizational agility, able to manage multiple priorities simultaneously while maintaining the calm, unhurried presence that ultra-luxury service demands.
- Emotionally intelligent and culturally aware, with the sensitivity to adapt your approach seamlessly to the diverse backgrounds and expectations of an ultra-high-net-worth resident community.
- UAE experience is strongly preferred; familiarity with Dubai’s luxury residential and hospitality landscape is a distinct advantage.
- English is the primary language used at AVA. You can comfortably communicate in this language. Additional languages are an advantage.
- Position location
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