Supervisor - Guest Claims Administration

Wynn Al Marjan Island; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare package

Leave policy

Life insurance

Incentive programs

Other employee benefits

Job summary

Wynn Al Marjan Island is seeking a Supervisor - Guest Claims Administration to join the resort's Guest Claims Administration Services team in the UAE. You will lead a team, log and assess guest claims, gather evidence, and coordinate with multiple departments to resolve cases efficiently.

The role requires 3+ years in claims handling with supervisory experience, fluency in English, and strong MS Office skills.

Qualifications

• Diploma or bachelor's degree in business administration, insurance, finance, hospitality management.
• Minimum three years in claims handling or related role, with at least one year in supervising.
• Luxury hospitality or gaming experience preferred; pre-opening experience advantageous.
• Proficient MS Excel, Word, Outlook; familiarity with registers and statistics.

Responsibilities

• Receives, logs, and acknowledges guest and third-party claims promptly.
• Gathers evidence: incident reports, statements, CCTV, invoices.
• Resolves routine/low-value claims within authority; prepares summaries for complex/files.
• Keeps claimants updated and explains processes clearly.
• Maintains claims register and files for audits and insurers.
• Prepares settlement paperwork and coordinates with Finance on disbursements.
• Monitors aging and chases outstanding information daily.
• Coordinates with departments to secure evidence and confirm facts.
• Supports managers with insurers, loss adjusters and documentation.
• Trains new team members and checks quality of case work.
• Compiles weekly/monthly claims statistics for reporting.
• Applies policy and SOPs; proposes improvements where needed.
• Handles sensitive information per UAE law and confidentiality.
• Acts as interim manager during absence.

Skills

Supervisory experience

Data analysis

Attention to detail

Microsoft Excel

Verbal & written communication

Education

Bachelor's degree in business/insurance/finance/hospitality

Tools

Property/case management system

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 - Guest Claims Administration to join the resort's Guest Claims Administration Services team.

Responsibilities

• Receives and logs guest and third-party claims covering lost, damaged or stolen property, personal injury, illness, vehicle damage and service failure, and acknowledges each claimant within the agreed service standard.
• Gathers the evidence needed to assess each claim, including incident reports, colleague and guest statements, CCTV footage, system records, invoices and valuations.
• Resolves routine and low value claims within the delegated authority limit, and prepares a clear summary and recommendation on complex, high value or potentially litigious files for the Manager.
• Keeps claimants updated at every stage, explaining the process, the decision and the settlement in plain language and with genuine care.
• Maintains the claims register and case files so that every entry is complete, accurate, current and ready for insurer, audit or regulatory review.
• Prepares settlement paperwork, releases, refund and payment requests, and follows them through with Finance until the disbursement is completed and recorded.
• Monitors claim ageing and open items daily, chasing outstanding information and escalating anything at risk of breaching the agreed turnaround time.
• Coordinates with Security, Housekeeping, Front Office, Food and Beverage, Engineering and Gaming operations to secure evidence and confirm the facts of each incident.
• Works collaboratively with Legal, Risk, Security, Finance and relevant operating departments to support fair, timely and well-documented claim outcomes.
• Supports the Manager in dealings with insurers, loss adjusters and brokers by compiling and submitting the required documentation.
• Supervises, schedules and coaches the claims agents and coordinators on shift, checking the quality of their case work and correcting errors before files progress.
• Trains new team members on claims procedures, systems and service standards, and acts as the reference point for day-to-day process questions.
• Compiles the weekly and monthly claims statistics used in departmental and executive reporting, flagging recurring causes and problem areas.
• Applies the guest claims policy and standard operating procedures consistently and proposes improvements where a step is slowing resolution or weakening control.
• Handles all guests, colleagues and financial information in line with UAE law, data protection obligations and the resort's confidentiality standards.
• Deputizes for the Manager during absence on routine departmental matters.
• Performs other reasonable duties appropriate to the position as assigned by management.

About You

• Diploma or bachelor's degree in business administration, insurance, finance, hospitality management or a related field.
• Minimum three years of experience in claims handling, insurance administration, guest relations or a similar administrative role, including at least one year in a supervisory or team leader capacity.
• Luxury hotels, integrated resort or gaming experience is preferred; pre-opening experience is an advantage.
• Practical understanding of claims documentation, evidence handling, incident reporting and settlement paperwork.
• Confident user of Microsoft Excel, Word and Outlook, with the ability to maintain registers and produce accurate statistics; experience with a property management or case management system is an advantage.
• Fluent written and spoken English; Arabic or an additional language relevant to the resort's guest mix is highly desirable.
• Meticulous attention to detail and strong organizational skills, with the ability to manage a high-volume caseload against deadlines.
• Clear and professional written communication, capable of producing case notes and guest correspondence that stand up to review.
• Composure, patience and empathy when dealing with upset or dissatisfied guests, and the confidence to hold a fair line politely.
• Sound judgement within a defined authority limit, with the good sense to elevate anything sensitive, high value or unclear.
• Integrity and discretion in handling confidential guests, colleagues and financial information.
• Willing to work a rotating shift pattern, including evenings, weekends and public holidays, in a resort that operates around the clock.

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.