At marhaba,(dnata’s premium airport hospitality brand), we provide exceptional Meet & Greet and Airport Lounge services, dedicated to making each guest’s journey as seamless and comfortable as possible. With a commitment to delivering outstanding experiences, we take pride in exceeding guest expectations and creating memorable moments at every touchpoint.
In 2024, we had the privilege of serving over 2 million passengers across seven lounges, and we’re anticipating even more growth in the year ahead. To help us continue elevating the guest experience, we’re seeking a passionate and dynamic Guest Experience Supervisor to join our team. In this role, you’ll be instrumental in fostering a welcoming, high-quality service environment, both in our marhaba lounges and through our Meet & Assist services.
Position Overview:
As the Guest Experience Supervisor, you will play a key role in leading a team of guest services professionals, ensuring the highest standards of customer service are maintained. You will oversee daily operations, resolve guest concerns, and work closely with other departments to ensure an unparalleled experience for all visitors and projection of dnata/marhaba as a quality hospitality service provider.
Key Responsibilities:
Guest Satisfaction & Feedback:
Continuously monitor guest satisfaction through feedback mechanisms such as surveys, online reviews, and direct communication.
Act on feedback to identify areas for improvement and implement corrective actions promptly.
Proactively engage with guests to anticipate their needs, ensuring a personalized and unforgettable experience.
Resolve any guest concerns or complaints swiftly, exercising good judgment to ensure satisfaction.
Develop and implement signature moments throughout the guest journey to enhance overall satisfaction.
Promote loyalty by delivering specialized service and encouraging repeat business.
Team Management:
Lead, mentor, and motivate a guest services team, ensuring they have the necessary tools and training to deliver exceptional service.
Conduct regular performance evaluations and provide constructive feedback to maintain the organization's high standards.
Organize team briefings to ensure alignment with hospitality principles
Operational Excellence:
Oversee the coordination of special requests, VIP services, and tailored experiences for high-profile or repeat guests.
Collaborate with departments such as Housekeeping, Front Desk, and Catering to ensure smooth operations and a seamless guest experience.
Ensure guest-facing systems are streamlined and effective, including acceptance processes and special accommodations.
Manage reservations, walk-ins, and seating preferences to optimize lounge operations, ensuring smooth service flow and guest satisfaction.
Conduct service audits to ensure food and beverage standards align with agreed expectations and provide a delightful experience.
Oversee safety briefings, promote safe behaviour, and follow up on corrective actions to ensure a safe work environment.
Work closely with the lounge management team
Qualifications & Experience
Qualifications and Skills:
At least 2-3 years of experience in a similar front-of-house or supervisory role, preferably within a fine-dining or high-volume restaurant environment.
3+ years of experience in customer service, including meet-and-greet services.
Diploma or bachelor’s degree (12+3) in Tourism, Hospitality, or a related field.
Strong leadership skills, with a track record of successfully motivating and training teams to enhance performance and deliver exceptional service.
Demonstrated ability to maintain operational excellence while ensuring a consistently positive guest experience.
Excellent communication skills, with the ability to engage effectively with both guests and team members to build strong relationships.
A genuine passion for hospitality, focused on delivering impeccable, personalized service tailored to individual guest needs.
Fluency in English is required; additional languages are a plus, particularly in a multicultural service environment.
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