Guest Experience Supervisor - AVA at Palm Jumeirah
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Key skills for this role
About the Role
Dorchester Collection seeks a Guest Experience Supervisor for AVA at Palm Jumeirah to oversee front-of-house operations and deliver ultra-luxury service to residents. The role involves supervising lobby hosts, concierge, and doormen, maintaining resident preference profiles, and resolving feedback.
Key Skills for This Role
Responsibilities
- Serve as the primary point of contact for residents on a day to day basis, building genuine, trusted relationships
- Oversee and supervise the front of house experience across the Residences, ensuring Lobby Hosts, Concierge, and Doormen deliver polished, anticipatory service
- Maintain comprehensive and up to date resident preference profiles
- Act as the first point of resolution for resident feedback or concerns
- Supervise and support the front of house team during operational shifts, providing real time guidance and coaching
- Monitor the presentation and ambiance of all resident facing areas
- Maintain accurate logs of resident interactions, service requests, feedback, and follow ups
- Ensure full compliance with UAE health, safety, and data privacy requirements
Requirements
- Background in luxury or ultra luxury guest relations, front office, or concierge operations in a 5 star hotel or branded residence
- Proven experience supervising or leading front of house teams
- Impeccable communication skills and unwavering sense of discretion and personal integrity
- Strong organizational agility to manage multiple priorities simultaneously
- Emotionally intelligent and culturally aware
- UAE experience strongly preferred
- English fluency required; additional languages an advantage
Full Job Posting
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.
What You'll Get
- Competitive Salary Package
- 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
- 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.
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.
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