Manager - Guest Relations

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 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.

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.

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 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.