Concierge Supervisor

Company Description

Banyan Group is one of the world’s leading independent, multi-branded hospitality groups centered on the purpose-driven mission of stewardship and wellbeing while offering exceptional, design-led experiences.

The Group’s diversified portfolio of hotels, resorts, spas, galleries, golf and residences features an ecosystem of 10 global brands, including the award-winning Banyan Tree, Angsana, Cassia, Dhawa and Laguna, and the highly anticipated new brands of Homm, Garrya, Folio, and two new Banyan Tree brand extensions - Escape and Veya.

Established in 2008, with the goal of advancing people development and management excellence, Banyan Tree Management Academy has nurtured over 10,000 associates across 23 countries. The Group is recognised for its commitment to environmental protection and community development through its Banyan Tree Global Foundation. Operating over 70 hotels in 17 countries, it has over 50 new properties in the pipeline.

Banyan Tree Dubai is a lively, island escape where stylish stays, incredible dining, warm hospitality, and recreation create lasting memories. Fronted by 500m of a pristine, private beach with uninterrupted views of the Arabian Gulf and backed by the iconic Ain Dubai. With the ambience of a sleek, relaxed, luxe island getaway, Banyan Tree Dubai boasts 3 chilled outdoor pools, fully-serviced beach, award-winning Banyan Tree Spa, a fitness center and 7 dining options.

Summary

Job Description

As Concierge Supervisor at Banyan Tree Dubai, you will play a pivotal role in curating authentic, intuitive, and memorable guest experiences. Guiding the concierge team, you’ll oversee the delivery of thoughtful, seamless service that reflects our commitment to understated luxury, wellbeing, and local immersion. This role blends leadership with hands-on guest interaction, ensuring each journey begins and ends with genuine care and excellence.

Key Responsibilities

Guest Experience & Service Delivery

• Lead the day-to-day operations of the concierge team, ensuring every interaction reflects Banyan Tree’s core values of serenity, sustainability, and sense of place.
• Serve as a primary point of contact for VIP guests, special requests, and high-profile itineraries.
• Coordinate transportation, dining, spa reservations, and bespoke guest experiences with attention to detail and timeliness.
• Offer thoughtful and knowledgeable recommendations on local attractions, events, and cultural experiences.
• Monitor and maintain guest preferences to anticipate needs and personalize service.
  
  

Team Supervision & Training

• Supervise, coach, and support the concierge team, ensuring consistent delivery of five-star service standards.
• Assist in onboarding and training of new colleagues, including brand standards and service etiquette.
• Lead by example in maintaining a calm, gracious, and attentive presence at all times.
  
  

Operational Excellence

• Coordinate with front office, transportation, bell desk, and guest relations to ensure a seamless guest journey.
• Manage guest feedback and resolve issues promptly with professionalism and empathy.
• Monitor work schedules and shift coverage to maintain optimal staffing levels.
• Maintain accurate records for guest requests, bookings, and feedback.
  
  

Brand & Standards Compliance

• Uphold Banyan Tree’s luxury service philosophy through elegant communication, cultural sensitivity, and sustainability awareness.
• Ensure alignment with LQA and Forbes service standards.
• Actively participate in daily briefings, training, and property initiatives.
  
  

Qualifications

• Previous experience in a concierge or guest services role within a luxury hospitality environment; prior leadership experience is a strong advantage
• In-depth knowledge of Dubai’s luxury offerings, cultural landscape, and guest demographics
• Excellent communication and interpersonal skills; fluent in English (Arabic or another language is a plus)
• Proficient in Microsoft Office and property management systems (e.g., Opera)
• Flexible schedule including weekends, evenings, and public holidays
• Professional appearance, calm demeanor, and service-first attitude
  
  

Additional Information

We are dedicated to fostering your growth and success every step of the way. We understand the importance of providing you with the support, training, and leadership necessary to excel in your role. That's why we offer comprehensive training and development programs tailored to sharpen your skills and elevate your expertise in the luxury hospitality sector. Your journey with us is not just about achieving your goals but also about continuously refining your capabilities and making meaningful contributions to our shared success

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