Supervisor - Concierge

Wynn Al Marjan Island; Dubai; On-site; AED 167,000 - 279,000; Full time

Benefits offered by this job

Healthcare package

Life insurance

Incentive programs

Job summary

Wynn Al Marjan Island in Ras Al Khaimah is seeking a Supervisor for the Concierge team to ensure exceptional guest service. You will supervise the concierge staff, coordinate with internal departments, and manage VIP requests.

The role requires a Bachelor’s degree, 3–5 years in call center environments with supervisory experience, strong analytical and coaching skills, and proficiency with CRM systems. Forbes Travel Guide standards experience is a plus; flexibility in hours is expected.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 3–5 years in a call center; at least 1–2 years supervisory role.
• Proficiency with CRM systems, call monitoring tools, and MS Office.

Responsibilities

• Supervise and support the concierge team to ensure high-quality service.
• Act as a liaison between guests/residents and internal departments to fulfill requests efficiently.
• Handle VIP guest arrangements, special requests, and personalized services.
• Maintain updated knowledge of local attractions, restaurants, transportation options, and events.
• Train new concierge staff and conduct regular performance evaluations.
• Resolve guest complaints and service issues promptly and professionally.
• Monitor and manage concierge desk operations, including scheduling and task delegation.
• Ensure compliance with company policies, procedures, and service standards.
• Ensure qualitative Forbes Five Star standards are delivered.
• Maintain accurate records of guest interactions, requests, and feedback.
• Assist in developing and implementing service improvement initiatives.

Skills

Analytical skills

Excellent communication

Coaching abilities

Multilingual capabilities

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Call monitoring software

MS Office Suite

Job description

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 Supervisor to join the resort’s Concierge team.

Responsibilities

The primary duties and responsibilities of this role are:

• Supervise and support the concierge team to ensure consistent, high-quality service.
• Act as a liaison between guests/residents and internal departments to fulfill requests efficiently.
• Handle VIP guest arrangements, special requests, and personalized services.
• Maintain updated knowledge of local attractions, restaurants, transportation options, and events.
• Train new concierge staff and conduct regular performance evaluations.
• Resolve guest complaints and service issues promptly and professionally.
• Monitor and manage concierge desk operations, including scheduling and task delegation.
• Ensure compliance with company policies, procedures, and service standards.
• Ensure qualitative Forbes Five Star standards are delivered.
• Maintain accurate records of guest interactions, requests, and feedback.
• Assist in developing and implementing service improvement initiatives.

About You

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

• Bachelor’s degree in Business administration, Communications, or related field.
• 3–5 years of experience in a call center environment, with at least 1–2 years in a specialist or supervisory role.
• Strong analytical skills and experience with call center reporting tools.
• Excellent communication and coaching abilities.
• Proficiency in CRM systems, call monitoring software, and MS Office Suite.
• Experience in quality assurance and process improvement.
• Certification in customer service, call center operations, or Six Sigma is a plus.
• Multilingual capabilities (English, Arabic, Hindi, etc.) are an advantage.
• Ability to work flexible hours and adapt to changing priorities.
• Prior experience and training with Forbes Travel Guide standards required.

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.