Director of Quality and Guest Experience

Overview

About Wynn Al Marjan Island: On schedule to open in the United Arab Emirates in Spring 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination for discerning guests to play and relax. Located less than 50 minutes from Dubai International Airport, this integrated resort offering 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five-star spa is currently under construction on a picturesque island that gracefully curves into the Arabian Gulf.

About the Position: Wynn Al Marjan Island is currently seeking a Director - Quality and Guest Experience to join the resort's Guest Relations team.

Responsibilities

• Oversee the end-to-end guest feedback process, including in-stay interactions, post-stay surveys, and online reputation management.
• Utilize platforms such as Qualtrics, ASK, and review sites to monitor guest sentiment and identify trends.
• Develop and implement strategies for service recovery and proactive guest engagement to maintain Forbes 5-Star standards.
• Lead three Guest Relations Managers, ensuring alignment with departmental goals and operational excellence.
• Collaborate with Gaming and Non-Gaming departments to address feedback and enhance the overall guest experience.
• Prepare and present guest satisfaction reports to senior leadership, highlighting actionable insights and improvement plans.
• Partner with operational teams (Front Office, F&B, Spa, Housekeeping, etc.) to ensure cohesive responses to guest concerns.
• Drive initiatives to improve loyalty and repeat visitation through personalized engagement and follow-up.
• Maintain strong relationships with VIP and high-value guests, ensuring their needs are met with discretion and precision.
• Champion innovation in feedback management processes, leveraging analytics to optimize guest touchpoints and elevate satisfaction scores.
• 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

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum 8-10 years of experience in luxury hospitality, with at least 5 years in a leadership role.
• Proven track record of managing high-profile clientele and exclusive accommodations.
• Exceptional leadership and interpersonal skills.
• Strong operational and organizational capabilities.
• Proficiency in PMS, CRM, and Microsoft Office Suite.
• Fluent in English; additional languages (Arabic, Mandarin) are a plus.
• High level of discretion, tact, and diplomacy.

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.