Vice President - In-Residence Services - Private Access

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 250,000 - 350,000; Full time

Job summary

A leading luxury resort seeks a Vice President to oversee exclusive services and enhance guest experiences. This senior role focuses on strategic direction, operational excellence, and managing VIP services tailored for ultra-high-net-worth clientele. Ideal candidates will have extensive experience in luxury hospitality, ensuring the highest levels of service personalization and operational standards.

Qualifications

• Minimum of 10+ years of experience in luxury hospitality.
• At least 5 years in a senior leadership role managing VIP services.
• Conversational English required; second language is a plus.

Responsibilities

• Lead and oversee all aspects of VIP Services and Butler operations.
• Develop strategic plans to enhance operational efficiency and guest satisfaction.
• Cultivate and manage relationships with VIP guests and ultra-luxury clientele.

Skills

Organizational skills

Interpersonal skills

Attention to detail

Education

High school degree or equivalent

Hospitality or related education

Tools

Microsoft Office

Job description

The Vice President (VP) of Luxury Integrated Resort – Private Access, VIP Services, Villas, and Butler Services is a senior leadership position responsible for the strategic direction, operational excellence, and personalized guest experience across the resort's most exclusive services and accommodations. This individual will ensure the highest levels of discretion, service personalization, and guest satisfaction for our ultra-high-net-worth clientele, setting the standard for luxury and exclusivity within the integrated resort sector.

Essential Duties

• Lead and oversee all aspects of Private Access, Enclave, VIP Services, Villas, and Butler operations, ensuring seamless, elevated, and consistent service across all touchpoints.
• Develop and implement strategic plans to enhance operational efficiency, profitability, and guest satisfaction within high-end luxury segments.
• Establish service protocols and performance benchmarks aligned with the resort’s brand and luxury standards.
• Cultivate and manage relationships with VIP guests, celebrities, dignitaries, and ultra-luxury clientele to ensure personalized and discreet service.
• Direct the development of bespoke guest experiences, leveraging data and guest preferences to anticipate and exceed expectations.
• Ensure 24/7 availability of key services for high-tier guests, including private arrivals/departures, in-residence dining, and concierge experiences.
• Oversee the recruitment, training, and performance of elite villa and butler teams to ensure unmatched levels of service and discretion.
• Maintain villa product standards, collaborating with design and maintenance teams to ensure environments are immaculate, secure, and tailored to individual guest preferences.
• Implement continuous training programs to uphold and elevate service delivery and staff professionalism.
• Accept any other duties and responsibilities assigned by the SVP Hotel Operations.
• Coordinate with relevant departments to satisfy customer needs.
• Fulfill the operational requirements of the Rooms and Gaming Departments.
• Ensure Team Members deliver Wynn Al Marjan high standards of quality, service, and guest satisfaction.
• Develop and monitor operations policies and procedures.
• Monitor and inspect the daily upkeep and maintenance of areas in all three departments.
• Ensure guests’ special requests are followed up.
• Oversee department administration and paperwork.
• Coordinate and monitor the preparation of department operating expenses.
• Continuously improve health and safety standards.
• Anticipate and respond to guests’ requests and handle complaints promptly and to their satisfaction.
• Execute corrective action if necessary and ensure follow-through if no immediate solution can be found.
• Provide feedback to guests’ recommendations, share their ideas with staff and management, and include them in planning and operations.
• Schedule rosters and breaks, ensuring manpower meets business demands.
• Approve overtime/undertime records in a timely manner.
• Create departmental training plans and write operating procedures.
• Supervise, direct, and lead the team to achieve department goals.
• Conduct daily briefings and disseminate company information to the team.
• Hire, train, supervise, and manage staff in all three departments.
• Support and assist departmental managers.
• Coach, motivate, counsel, and evaluate staff, encouraging participation in decision-making.
• Test and correct deviations from service procedures swiftly through on-the-job training.
• Assess service standards and arrange training sessions and refresher courses for staff in coordination with the Trainer.
• Develop and share your vision for the department.
• Maintain effective communication with all team members through written and verbal translations.
• Monitor team members’ manners and grooming according to company standards.
• Promote a work environment where employees feel valued, appreciated, involved, equal, and safe.
• Report daily progress to the direct report.
• Monitor industry and market trends, recommending adjustments to services, pricing, and wages accordingly.
• Suggest creative ideas to management to enhance the departments’ image and offerings.
• Interact professionally and positively with department and company team members, management, and contractors.
• Attend department and inter-department meetings, sharing relevant information.
• Encourage good relationships, promote team spirit, and ensure effective communication.
• Adhere to company policies and procedures and comply with the Code of Conduct.
• Maintain proper manners and grooming as per standards.
• Follow health and safety standards, striving for continuous improvement to prevent hazards.
• Participate in the company recycling program, following disciplines to reduce, re-use, and recycle.

Qualifications

Education and/or Experience: High school degree or equivalent preferred. Hospitality or related education or experience preferred. Computer skills and basic knowledge of Microsoft Office are a plus. Outstanding organizational and interpersonal skills, with excellent attention to detail. Minimum of 10+ years of experience in luxury hospitality, with at least 5 years in a senior leadership role managing VIP or ultra-luxury services. Proven track record of managing complex operations in ultra-luxury hotels, resorts, or integrated resort environments. Ability to read, analyze, and interpret documents such as policies, procedures, and maintenance instructions. Ability to respond to inquiries from employees or guests. Conversational English required; second language is a plus. Ability to write instructions, present information, and adapt to changing priorities and transportation needs.