Guest Experience Supervisor

Ennismore, the fastest-growing lifestyle and leisure
hospitality company, is bringing the iconic Delano brand to the UAE for
the first time. When Delano South Beach arrived on the Miami scene in 1995,
it introduced an entirely fresh take on 5-star luxury and marked the inception
of lifestyle hospitality. Delano was celebrated for its blend of timeless
elegance, modern design, and vibrant energy; it became the social hub, bringing
together the who’s who of the fashion and entertainment world. Guided by
the same principles that propelled the original Delano to icon status, Delano
Dubai will usher in a new era of sophisticated style and elevated service to
the UAE.

Located on the pristine shores of Bluewaters Island, the Delano
Dubai resort will boast an array of luxury rooms and suites, four exceptional
culinary and mixology experiences, an ocean front swimming pool and a wellness
studio.Â

• Supervise the daily operations of the Guest
  Experience team, ensuring exceptional service standards are consistently
  delivered throughout the guest journey.
• Lead, motivate, and support team
  members by providing guidance, coaching, and on-the-job training to maintain
  high levels of performance and guest satisfaction.
• Oversee guest
  arrivals and departures, ensuring efficient and seamless check-in and check-out
  processes while promptly resolving any service issues.
• Ensure guests
  are welcomed professionally and provided with accurate information about hotel
  facilities, services, promotions, and local attractions.
• Monitor
  and ensure personalised guest interactions based on guest preferences, special
  requests, loyalty status, and VIP requirements.
• Handle guest enquiries,
  concerns, complaints, and service recovery situations efficiently, ensuring
  timely resolution and guest satisfaction.
• Proactively anticipate guest
  needs and coordinate with relevant departments to deliver personalised
  experiences and exceed guest expectations.
• Oversee arrangements
  for special guest requests, including restaurant reservations, transportation,
  celebrations, tours, and other bespoke services.
• Ensure the team
  provides accurate recommendations for local dining, shopping, entertainment,
  and attractions, enhancing the overall guest experience.
• Monitor guest
  feedback through direct interactions, surveys, and online reviews, ensuring
  concerns are communicated to relevant departments and corrective actions
  are implemented promptly.
• Follow up with guests during and after their
  stay to measure satisfaction, identify improvement opportunities, and encourage
  guest loyalty.
• Ensure VIP, long-stay, and repeat guests receive
  personalised recognition and exceptional service in accordance with hotel
  standards.
• Coordinate closely with Front Office, Housekeeping, Food &
  Beverage, Engineering, and other departments to ensure seamless service delivery
  and successful execution of guest requests and special events.
• Assist
  in preparing team schedules, allocating daily duties, and monitoring
  productivity to ensure adequate operational coverage.
• Support
  recruitment, onboarding, training, and performance evaluations of Guest
  Experience team members as directed by management.
• Ensure compliance
  with hotel policies, brand standards, health and safety regulations,
  and operational procedures.