Customer Experience Manager (FOH Manager) - Entertainment

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading luxury resort in the United Arab Emirates is seeking a Customer Experience Manager to enhance guest engagement and service delivery. The role involves managing Front of House operations, ensuring customer satisfaction, and leading the team in a theatre environment. Candidates should have strong leadership skills and a passion for live events. Benefits include an attractive salary in AED, comprehensive healthcare, and other perks, making it an ideal opportunity for hospitality professionals.

Benefits

Attractive salary

Excellent leave policy

Healthcare package

Life insurance

Incentive programs

Qualifications

• Proven experience in customer service or hospitality management.
• Strong leadership and communication skills.
• Calm under pressure and solutions-focused.
• Passion for theatre and audience engagement.
• Experience in a theatre or live events environment.

Responsibilities

• Lead and inspire the Front of House team to deliver exceptional service.
• Manage daily operations across the foyer, auditorium, bars, and hospitality areas.
• Ensure smooth coordination with the box office and backstage teams.
• Act as the senior point of contact during performances for any customer issues.
• Monitor customer feedback and report trends to senior management.

Skills

Customer service management

Leadership

Communication skills

Solutions-focused under pressure

Theatre engagement

First Aid or Fire Marshal certification

Familiarity with ticketing and CRM systems

Knowledge of accessibility practices

Tools

POS systems

Job description

Job Description

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 Customer Experience Manager to join the resort’s Entertainment Administration team.

Responsibilities

• Lead and inspire the Front of House team to deliver exceptional service, ensuring all patrons feel valued and supported.
• Manage daily operations across the foyer, auditorium, bars, and hospitality areas.
• Ensure smooth coordination with the box office and backstage teams and cast and crew.
• Liaise closely with the Company Manager and Stage Management team throughout show operations.
• Liaise with the F&B Team to review stock, suppliers and displays.
• Consistently review F&B offering and menus, liaising with the General Manager and F&B on data and SPH recruit, train, and schedule FOH staff. Liaise with F&B and L&D to provide ongoing coaching and performance feedback.
• Champion inclusive practices and ensure accessibility services are delivered effectively for all guests.
• Act as the senior point of contact during performances for any customer issues, emergencies, or escalations.
• Maintain high standards of cleanliness, signage, and ambiance throughout public areas.
• Reporting & feedback: Monitor customer feedback, resolve complaints, and report trends to senior management for continuous improvement.

About You

• Proven experience in customer service or hospitality management.
• Strong leadership and communication skills.
• Calm under pressure and solutions‑focused.
• Passion for theatre and audience engagement.
• Experience in a theatre or live events environment.
• First Aid or Fire Marshal certification.
• Familiarity with ticketing and CRM systems.
• Knowledge of accessibility best practices.
• Familiarity with POS systems and cash handling.

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 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.