Manager - Guest Relations

About Wynn Al Marjan Island:

Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club. It will feature multiple swimming and wading pools, a five-star spa, a salon, a shopping promenade, and a celebrations and events center.

About the Position:

Wynn Al Marjan Island is currently seeking a Manager - Guest Relations to join the resort’s Guest Relations team.

The primary duties and responsibilities of this role are:

• Engage directly with guests to address inquiries, concerns, and service recovery needs.
• Deploy accurate and timely information to relevant departments (Housekeeping, Facilities, F&B) for issue resolution.
• Coordinate with Facilities for urgent room maintenance requests and ensure prompt action.
• Monitor and track guest issues from initiation to closure, ensuring follow-up and satisfaction.
• Document all guest interactions and resolutions in CRM systems for accountability and reporting.
• Collaborate with Guest Relations Director to implement service recovery strategies and maintain Forbes 5-Star standards.
• Prepare daily and weekly reports on guest feedback and resolution timelines.
• Assist in training team members on guest interaction protocols and service recovery processes.
• Maintain strong relationships with repeat guests and VIP clientele to enhance loyalty.
• Escalate unresolved or complex issues to senior leadership promptly.
• Maintain close collaboration with Risk Management team to support guest injury claims and loss/damage of personal items.
• Champion Forbes Five-Star service elements across all departmental operations and guest touchpoints.

About You:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor’s degree in Hospitality Management or related field.
• Experience: Minimum 5–7 years in luxury hospitality, with at least 3 years in guest relations or front office roles.
• Strong interpersonal and communication skills for direct guest engagement.
• Ability to coordinate across multiple departments and manage priorities effectively.
• Proficiency in CRM and hotel management systems.
• Fluent in English; Arabic is considered a plus.
• Professional demeanor and commitment to brand standards.

About Wynn Al Marjan Island’s Benefits:

We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package and as well as life insurance, incentive programs, and other employee benefits. The result is a package that makes this role highly attractive to outstanding applicants seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.