Luxury Guest Relations Manager – VIP & Service Recovery

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 279,000 - 513,360; Full time

Benefits offered by this job

Healthcare package

Life insurance

Incentive programs

Generous leave policy

Job summary

Wynn Al Marjan Island is seeking a Manager - Guest Relations to lead the Guest Relations team at its upcoming UAE resort. The role focuses on delivering Forbes Five-Star standards, supervising guest interactions, and coordinating with departments to ensure seamless service.

You will leverage CRM systems to track guest feedback, train staff on service recovery, and maintain strong relationships with repeat and VIP guests. Fluency in English is required; Arabic is a plus.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• 5–7 years luxury hospitality experience, with 3+ years in guest relations/front office.
• Proven ability to coordinate across departments and manage priorities.

Responsibilities

• Engage directly with guests to address inquiries and service recovery needs.
• Coordinate with Housekeeping, Facilities, and F&B for issue resolution.
• Monitor and track guest issues from initiation to closure with follow-up.
• Document interactions in CRM systems for accountability.
• Collaborate with Guest Relations Director to implement service recovery strategies.
• Prepare daily and weekly reports on guest feedback and resolutions.
• Assist in training team members on guest interaction protocols.
• Maintain relationships with repeat guests and VIP clientele.
• Escalate complex issues to senior leadership.
• Support risk management on guest injuries and property loss.

Skills

Interpersonal skills

Fluent English

Cross-functional coordination

CRM proficiency

Education

Bachelor's degree in Hospitality Management

Tools

CRM systems

Hotel management software

Job description

Wynn Al Marjan Island is seeking a Manager - Guest Relations to lead the Guest Relations team at its upcoming UAE resort. The role focuses on delivering Forbes Five-Star standards, supervising guest interactions, and coordinating with departments to ensure seamless service.

You will leverage CRM systems to track guest feedback, train staff on service recovery, and maintain strong relationships with repeat and VIP guests. Fluency in English is required; Arabic is a plus.