Manager - Guest Relations

Wynn Al Marjan Island; Dubai; On-site; AED 300,000 - 540,000; Full time

Benefits offered by this job

Healthcare package

Life insurance

Incentive programs

Leave policy

Job summary

Wynn Al Marjan Island in the UAE is seeking a Manager - Guest Relations to lead the Guest Relations team and uphold Forbes 5-Star standards across all touchpoints.

You will engage directly with guests, coordinate across departments, and drive service recovery strategies while delivering CRM-driven insights and daily/weekly reporting. Fluency in English is required; Arabic is a plus, and luxury hospitality experience is essential for success.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• 5–7 years in luxury hospitality, with at least 3 years in guest relations or front office.
• 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.

Responsibilities

• Engage directly with guests to address inquiries, concerns, and service recovery needs.
• Deploy accurate and timely information to relevant departments 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 to support guest injury claims and loss/damage of personal items.
• Champion Forbes Five-Star service elements across all departmental operations.

Skills

Interpersonal skills

Communication

CRM experience

Team coordination

Education

Bachelor’s degree in Hospitality Management

Tools

CRM systems

Hotel management software

Job description

Job Description

About Wynn Al Marjan Island

Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club. It will feature multiple swimming and wading pools, a five-star spa, a salon, a shopping promenade, and a celebrations and events center.

About The Position

Wynn Al Marjan Island is currently seeking a Manager - Guest Relations to join the resort’s Guest Relations team .

Responsibilities

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.

About You

The ideal candidate for this position will have the following experience and 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.

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 as well as life insurance, incentive programs, and other employee benefits . The result is a package that makes this role highly attractive to outstanding applicant s seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.