Guest Experience Maker (GEM) Supervisor
IHG Hotels & Resorts
Employer Active
Posted 9 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Responsibilities
- Review daily arrivals and departures to plan and coordinate guest activities and room assignments
- Handle billing requirements, block rooms for incoming guests, and resolve discrepancies
- Ensure rooms are inspected prior to check-in for cleanliness and maintenance standards
- Supervise handling of Special Guests, VIP Guests, and Groups for seamless experiences
- Implement and maintain the guest recognition program
- Assist with staff scheduling, training, and performance feedback for the Guest Experience team
- Respond to guest inquiries, feedback, and complaints; log issues and ensure appropriate follow-up
- Maintain department equipment in proper working condition
- Uphold Six Senses service standards, LQA benchmarks, and guest satisfaction goals
- Coordinate with other departments to ensure smooth guest flow from arrival to departure
Ideal Profile
- Diploma or equivalent with at least 2 years of experience in a luxury hotel guest services role
- Hospitality degree preferred from a recognized institute
- Proficiency in MS Office and familiarity with POS, PMS, and CRM hotel systems
- Strong understanding of hotel reservation policies, discounts, and procedures for local and international bookings
- Excellent communication skills with strong guest-handling abilities
- Fluency in English; additional languages are an advantage
Skills Set
- Guest relations supervision
- VIP and group handling
- Reservation and arrival planning
- Team coordination and training
- Service recovery
- Cross-department communication
- Operational reporting
- Attention to detail and service standards
Why Join Us
- Be part of a globally recognized luxury wellness brand
- Work in an inspiring environment focused on sustainability, crafted experiences, and emotional hospitality
- Grow your career within Six Senses international network
Desired Candidate Profile
Diploma or equivalent with at least 2 years of experience in a luxury hotel guest services role
Hospitality degree preferred from a recognized institute
Proficiency in MS Office and familiarity with POS, PMS, and CRM hotel systems
Strong understanding of hotel reservation policies, discounts, and procedures for local and international bookings
Excellent communication skills with strong guest-handling abilities
Fluency in English; additional languages are an advantage
Company Industry
Department / Functional Area
Keywords
- Guest Experience Maker (GEM) Supervisor
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IHG Hotels & Resorts
Six Senses The Palm Dubai delivers exceptional luxury hospitality rooted in wellness, sustainability, and personalized guest experiences. The GEM team is at the heart of the resort s mission to create meaningful connections with every guest.