Guest Experience Supervisor

Role overview

The Guest Experience Supervisor is responsible for overseeing front-desk and guest service activities, making sure arrivals, stays, and departures are handled smoothly and in line with brand standards. The role combines guest-facing service, payment handling, account setup, reporting, and team support in a luxury hotel environment in Dubai.

Key duties

• Handle guest check-in by confirming identity, payment method, room assignment, and key activation.
• Create and maintain accurate guest accounts based on each guest’s needs.
• Enter Marriott Rewards details and ensure room rates align with market codes, recording any exceptions.
• Collect payment before issuing room keys and verify or correct billing where needed.
• Prepare, review, and close daily reports, logs, contingency lists, cashier reports, and closing reports.
• Provide guests with property details and directions, and coordinate responses to guest requests with the right departments.
• Follow up to confirm guest requests have been completed successfully.
• Process all forms of payment, vouchers, paid-outs, and charge transactions.
• Reconcile receipts, balance cash, secure the bank at the start and end of the shift, and obtain manual authorizations when required.
• Follow Accounting procedures carefully and inform Loss Prevention/Security of any reported theft.

Team leadership and service standards

• Support management with training, coaching, evaluation, counseling, and motivation of employees.
• Act as a role model and the first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Build strong working relationships and help the team work toward shared goals.
• Listen to employee concerns and respond appropriately.
• Follow company policies, complete required safety training and certifications, and report accidents, injuries, and unsafe conditions.
• Maintain a neat, professional appearance and protect confidential and proprietary information.
• Welcome guests warmly, recognize their needs in advance, assist guests with disabilities, and show genuine appreciation.
• Communicate clearly and professionally, handle telephone calls with proper etiquette, and prepare written documents accurately.
• Use computers and POS systems to enter and retrieve information.
• Carry out additional duties assigned by supervisors.

Working conditions

This is a full-time, non-management role based onsite in Marasi Drive, Dubai, United Arab Emirates. The job requires extended periods of standing, sitting, or walking, and the ability to move, lift, carry, push, pull, or place objects weighing up to 10 pounds without assistance.

Preferred education and experience

A high school diploma or GED is preferred, along with at least 1 year of relevant work experience and at least 1 year of supervisory experience. No license or certification is required.

About the employer

St. Regis Hotels & Resorts is known for timeless luxury and a forward-looking service style, delivering exceptional experiences across more than 50 hotels and resorts worldwide. The brand is recognized for its signature butler service and its commitment to refined, proactive hospitality. It also emphasizes equal opportunity, inclusion, and respect for people from all backgrounds.