Concierge Supervisor — Luxury Resort VIP Experience Lead

Wynn Al Marjan Island; Dubai; On-site; AED 167,000 - 279,000; Full time

Benefits offered by this job

Healthcare package

Life insurance

Incentive programs

Job summary

Wynn Al Marjan Island in Ras Al Khaimah is seeking a Supervisor for the Concierge team to ensure exceptional guest service. You will supervise the concierge staff, coordinate with internal departments, and manage VIP requests.

The role requires a Bachelor’s degree, 3–5 years in call center environments with supervisory experience, strong analytical and coaching skills, and proficiency with CRM systems. Forbes Travel Guide standards experience is a plus; flexibility in hours is expected.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 3–5 years in a call center; at least 1–2 years supervisory role.
• Proficiency with CRM systems, call monitoring tools, and MS Office.

Responsibilities

• Supervise and support the concierge team to ensure high-quality service.
• Act as a liaison between guests/residents and internal departments to fulfill requests efficiently.
• Handle VIP guest arrangements, special requests, and personalized services.
• Maintain updated knowledge of local attractions, restaurants, transportation options, and events.
• Train new concierge staff and conduct regular performance evaluations.
• Resolve guest complaints and service issues promptly and professionally.
• Monitor and manage concierge desk operations, including scheduling and task delegation.
• Ensure compliance with company policies, procedures, and service standards.
• Ensure qualitative Forbes Five Star standards are delivered.
• Maintain accurate records of guest interactions, requests, and feedback.
• Assist in developing and implementing service improvement initiatives.

Skills

Analytical skills

Excellent communication

Coaching abilities

Multilingual capabilities

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Call monitoring software

MS Office Suite

Job description

Wynn Al Marjan Island in Ras Al Khaimah is seeking a Supervisor for the Concierge team to ensure exceptional guest service. You will supervise the concierge staff, coordinate with internal departments, and manage VIP requests.

The role requires a Bachelor’s degree, 3–5 years in call center environments with supervisory experience, strong analytical and coaching skills, and proficiency with CRM systems. Forbes Travel Guide standards experience is a plus; flexibility in hours is expected.