Sofitel Hotels Middle East
Guest Experience Supervisor – Arabic Speaker / Additional Language
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 09/04/2026
Job overview
Date posted
23/02/2026
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Job description
The Guest Experience Supervisor – Arabic Speaker / Additional Language plays a pivotal role in delivering exceptional and personalized service within a luxury hospitality environment in Dubai, United Arab Emirates. This position is responsible for supervising Front Office operations in the lobby and guest-facing areas, ensuring that every guest interaction reflects the highest standards of luxury service and cultural sensitivity. Acting as a brand ambassador, the Guest Experience Supervisor oversees guest relations, VIP arrivals, concierge coordination, complaint resolution, and service recovery initiatives while fostering seamless communication between departments. The role requires fluency in Arabic and preferably an additional language to effectively assist international guests and provide translation support where needed. The Supervisor ensures compliance with operational standards, hotel policies, health and safety regulations, and brand service philosophies, while actively promoting upselling opportunities and revenue-enhancing initiatives such as special room set-ups and personalized experiences. This position demands strong leadership capabilities, the ability to coach and guide Front Office teams, and a proactive approach to guest satisfaction by monitoring feedback, identifying service gaps, and implementing continuous improvement measures. The Guest Experience Supervisor must demonstrate professionalism, cultural awareness, and the ability to handle complex guest situations with diplomacy and efficiency, ensuring memorable stays and strengthening the hotel's reputation for excellence.
Required skills
Key responsibilities
- Supervise daily operations within the Front Lobby, ensuring smooth coordination between Guest Relations, Concierge, Bell Desk, and Front Desk teams.
- Greet guests upon arrival, engage proactively throughout their stay, and ensure personalized attention especially for VIP and high-profile guests.
- Assist with check-in and check-out procedures, particularly for VIP guests, ensuring compliance with established luxury service standards.
- Respond to guest inquiries, complaints, and service requests promptly, conducting thorough investigations and negotiating effective resolutions.
- Coordinate special occasion set-ups such as birthdays and anniversaries in collaboration with Room Dining and Housekeeping to enhance guest experiences and drive incremental revenue.
- Monitor and trace guest-related statistics and feedback, providing actionable insights to the Guest Experience Manager for service enhancement.
- Conduct regular inspections of the Front Office entrance, lobby, bell desk, and public areas to ensure cleanliness, presentation, and operational excellence.
- Communicate guest preferences, special requests, and amenity requirements to relevant departments to ensure seamless service delivery.
- Provide language assistance, cultural guidance, and translation support for guests and colleagues where required.
- Ensure all Front Office staff are trained on hotel facilities, service standards, SOPs, safety procedures, and local area knowledge.
- Maintain detailed knowledge of the hotel’s services, promotions, room categories, and local attractions in Dubai to effectively upsell and inform guests.
- Coordinate with the Security department in handling guest incidents while maintaining professionalism and confidentiality.
- Assist executives and departments in obtaining relevant information related to group arrivals, inventory, and guest preferences.
- Promote a culture of inclusivity, respect, and non-discrimination while addressing any workplace conflicts or cross-cultural misunderstandings.
- Remain visible and accessible in guest areas to provide support, reassurance, and immediate assistance when needed.
Experience & skills
- Fluency in Arabic is mandatory; proficiency in an additional foreign language is highly preferred.
- Minimum of 3–5 years’ experience in Front Office or Guest Relations within a luxury hotel environment.
- Strong understanding of luxury hospitality service standards and guest expectations.
- Comprehensive knowledge of Front Office operations, including SOPs, VIP handling, and service recovery protocols.
- Excellent interpersonal, communication, and conflict-resolution skills.
- Ability to supervise, train, and motivate Front Office team members to deliver exceptional service.
- Thorough knowledge of Dubai’s attractions, events, history, and cultural landscape.
- Demonstrated ability to handle sensitive guest situations with diplomacy, discretion, and professionalism.
- Strong organizational and time management skills with the ability to multitask in a fast-paced environment.
- Familiarity with hotel property management systems and email communication etiquette.
- Knowledge of health, safety, fire, and emergency procedures applicable to hospitality operations.
- Commitment to maintaining confidentiality of hotel, guest, and staff information.
- Professional demeanor, polished appearance, and strong guest engagement skills.
- Customer-focused mindset with a passion for delivering memorable luxury experiences.