Manager - Guest Relations

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

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 Manager - Guest Relations to join the resort’s Guest Relations team.

Responsibilities

• 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

• 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.