Manager Guest Relations

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

Job summary

A luxury beachside resort is seeking a Manager - Guest Relations to enhance guest experiences. Responsibilities include direct guest engagement, issue resolution, and collaboration with various departments to uphold service excellence. Ideal candidates should have a bachelor's degree in Hospitality Management and 5–7 years in luxury hospitality, with strong communication and CRM skills. An attractive salary and benefits package are offered, making it a highly sought-after role for those seeking a career in world-class hospitality.

Benefits

Attractive salary

Healthcare package

Life insurance

Incentive programs

Excellent leave policy

Qualifications

• 5–7 years in luxury hospitality with 3 years in guest relations or front office roles.
• Proficient in English; Arabic is a plus.
• Professional demeanor and commitment to brand standards.

Responsibilities

• Engage directly with guests to address inquiries and concerns.
• Coordinate with departments for urgent room maintenance requests.
• Monitor and track guest issues for resolution and satisfaction.
• Collaborate with the Guest Relations Director on service standards.

Skills

Interpersonal skills

Communication skills

Coordination across departments

CRM proficiency

Education

Bachelor’s degree in Hospitality Management

Tools

CRM systems

Hotel management systems

Job description

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.

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 applicants seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.