District Supervisor

Job Purpose -

The District Supervisor plays a pivotal role in ensuring daily excellence across Concierge and Lifestyle operations within assigned communities. The role bridges strategic direction from the Hospitality Manager with on-ground execution, guaranteeing service consistency, staff engagement, and resident satisfaction across all properties within the district. The job holder will lead and develop a team of Concierge and Lifestyle staff, fostering a culture of excellence, accountability, and continuous improvement. Through effective leadership, strategic coordination, and collaboration with key stakeholders, the job holder will ensure that all customer touchpoints align with luxury service expectations and organizational standards. The role is instrumental in enhancing the resident and guest experience while driving operational efficiency, service innovation, and team performance.

This position ensures that all front-of-house touchpoints reflect Aldar Estates’ luxury service standards through strong leadership, training, and performance monitoring.

Roles, Responsibilities, Duties -

Leadership and Supervision

• Lead, motivate, and manage Concierge and Lifestyle teams across assigned communities to ensure consistent, high-quality service delivery.
• Ensure daily staffing, attendance, and grooming standards are maintained in full compliance with company SOPs and brand standards.
• Conduct daily site briefings, team huddles, and weekly performance meetings with team leaders to communicate priorities, goals, and feedback.
• Serve as the first point of escalation for residents’ concerns, resolving issues promptly and professionally while ensuring follow-up with the Hospitality Manager.
• Support recruitment, onboarding, and induction of new team members, ensuring a smooth integration into community operation

Lifestyle Integration & Community Engagement

• Act as the primary liaison between Concierge and Lifestyle teams across assigned communities to ensure seamless coordination and aligned resident engagement strategies.
• Ensure Concierge teams actively promote Lifestyle, Fitness, and Wellness programs, events, camps, and activations to residents through daily interactions.
• Monitor and track referral performance from Concierge teams to Lifestyle programs, identifying opportunities to improve conversion and participation.
• Conduct monthly alignment meetings with the Lifestyle Manager to review upcoming events, promotions, campaigns, and resident engagement initiatives.
• Ensure lobby areas are optimized for Lifestyle marketing visibility, including digital screens, brochures, class schedules, QR codes, and event promotions.
• Support Lifestyle open days, activations, and special events by coordinating manpower, resident communication, and front-of-house readiness.
• • Provide resident feedback trends and behavioural insights to the Lifestyle team to support data-driven programming decisions.
• • Promote a culture where Concierge teams serve as Lifestyle ambassadors, actively educating residents about available services and benefits.

Operational Excellence

• Oversee and manage the daily operations of Concierge and Lifestyle teams across multiple sites within the district, ensuring smooth workflow and proactive service recovery.
• Conduct routine site inspections to monitor service quality, adherence to SOPs, and readiness of front-of-house areas.
• Collaborate closely with Community Managers and the Hospitality Manager to address operational gaps and drive continuous improvement.
• Ensure manning schedules, attendance, and leave plans are aligned with operational needs and service demand.
• Monitor daily logbooks, maintenance requests, and handover reports to guarantee accurate information flow between shifts and sites.

Customer Experience

• Ensure and uphold exceptional customer service standards by implementing service standards, personalized guest engagement strategies, and real-time service recovery solutions that enhance the overall experience.
• Proactively assess and analyse complex issues, breaking them down into actionable solutions to ensure smooth customer interactions and problem resolution.
• Manage and resolve escalations, complaints, and inquiries with a customer-centric approach, ensuring timely and satisfactory solutions while maintaining professionalism and brand reputation.
• Apply best-practice customer service techniques, fostering a proactive approach to anticipate guest needs, resolve issues efficiently, and exceed expectations. This includes shadowing team members, side-by-side coaching, and hands-on support to ensure seamless service delivery.
• Send real-time updates on operational challenges, customer feedback, and ongoing service initiatives to relevant stakeholders, ensuring transparency and quick decision-making.
• Arrange and lead weekly meetings with team to review challenges and opportunities.
• Develop and recommend strategic improvements based on customer feedback and industry best practices, ensuring that service remains competitive, responsive, and aligned with luxury hospitality standards.
• Encourage proactive resident engagement by ensuring Concierge teams are knowledgeable about all Lifestyle offerings, enabling them to confidently recommend programs aligned with resident interests.
• Support community-building initiatives by facilitating resident introductions to Lifestyle services and programs that enhance wellbeing and social engagement.

Training and Development

• Monitor and evaluate individual and team performance, providing real-time feedback, coaching, and development plan to foster continuous improvement and professional growth.
• Develop, coordinate, and implement a structured monthly training plan for Concierge and Lifestyle teams, ensuring continuous skills enhancement, service excellence, and operational efficiency.
• Work closely with the CX Academy and Hospitality Manager to design and implement comprehensive training programs that align with customer experience goals, service standards, and brand values.
• Monitor training effectiveness through post-training assessments, performance evaluations, and customer feedback, ensuring that knowledge is retained and applied in daily operations.
• Implement on-the-job coaching and mentorship programs, offering hands-on guidance, side-by-side training, and real-time feedback to reinforce learning.
• Collaborate with Community Managers and Hospitality Manager to identify skill gaps, customize training modules, and align learning objectives with business priorities and operational goals.
• Ensure all Concierge and Reception teams receive quarterly training on Lifestyle programs, seasonal campaigns, revenue initiatives, and resident engagement strategies.
• Partner with the Lifestyle Manager to develop cross-training modules that strengthen product knowledge and referral capability.
• Track and assess team understanding of Lifestyle services through mystery audits, knowledge checks, or performance reviews.

Quality Control

• Conduct daily audits of grooming, SOP adherence, and service readiness across assigned sites.
• Support the internal quality assurance program by implementing corrective action plans and monitoring their effectiveness.
• Conduct regular site visits to monitor and evaluate adherence to company service standards, operational procedures, and brand expectations, ensuring consistent service delivery.
• Provide Hospitality Manager with detailed findings and insights from quality assessments, including recommendations for operational enhancements, staff development needs, and service improvements.
• Collaborate with the training and operations teams to refine standard operating procedures (SOPs), incorporating quality benchmarks that drive excellence.

Other Responsibilities

• Stay updated on professional and technical knowledge by attending educational workshops, reading professional publications, building personal networks, and participating in professional societies.
• Conduct performance evaluations and reviews for direct reports and oversee the appraisal process for direct repartees and serve as a mentor and leader for enhancing the performance and output of the team.

Occupational and workplace Health and Safety

• In addition to all job specific responsibilities, adhere to all Aldar Estates health, safety and environmental (HSE) policies, procedures, practices, and relevant legal and statutory health, safety and environmental requirements and obligations.
• Ensure you to familiarize yourself with these policies, procedures, practices, updates, etc. Aldar Estates HSE department regularly updates existing ones and introduces new policies, procedures and practices.

Qualification:

Bachelor’s degree in hospitality management, Business Administration, or a related field.

Experience and Skills:

• Proven experience in a supervisory role within the hospitality or related field.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Solid understanding of customer service principles and practices.
• Ability to manage and resolve guest concerns with professionalism.
• Diligence and commitment to maintaining high-quality standards.
• Exceptional organizational and time management skills.