Manager - Guest Relations

About the Property

Wynn Al Marjan Island is planned to debut in the UAE in Spring 2027 as a luxurious beachfront destination designed for guests looking to unwind and be entertained. The resort is being developed on a scenic island in Ras al-Khaimah, under an hour from Dubai International Airport, and will feature 1,530 rooms and suites, 22 dining and lounge venues, a theatre, a nightclub, and a five-star spa.

Position Overview

The resort is looking for a Manager - Guest Relations to join its Guest Relations team and help uphold a high-touch, luxury guest experience.

Key Responsibilities

• Handle guest questions, concerns, and service recovery cases through direct interaction.
• Share accurate and prompt information with the right departments, including Housekeeping, Facilities, and Food & Beverage, so issues can be resolved quickly.
• Work with Facilities to manage urgent room maintenance requests and ensure they are acted on without delay.
• Follow each guest issue from report to resolution and confirm proper follow-up and guest satisfaction.
• Record guest conversations, actions taken, and resolutions in CRM tools for tracking and reporting.
• Partner with the Guest Relations Director to deliver service recovery plans and support Forbes 5-Star service standards.
• Compile daily and weekly updates on guest feedback and resolution turnaround times.
• Support the training of team members on guest interaction standards and service recovery procedures.
• Build and maintain strong connections with repeat visitors and VIP guests to encourage loyalty.
• Escalate difficult or unresolved matters to senior management as soon as needed.
• Coordinate closely with Risk Management on guest injury claims and reports involving loss or damage of personal belongings.
• Promote Forbes Five-Star service principles across all departments and guest-facing touchpoints.

Candidate Profile

The ideal applicant will bring a background in luxury hospitality, excellent communication abilities, and the capability to coordinate effectively across departments while maintaining a polished, professional presence.

Requirements

• A bachelor’s degree in Hospitality Management or a closely related discipline.
• Between 5 and 7 years of experience in luxury hospitality.
• At least 3 years of experience specifically in guest relations or front office functions.
• Strong people skills and the ability to communicate clearly with guests and internal teams.
• Proven ability to prioritize tasks and manage coordination across several departments.
• Working knowledge of CRM platforms and hotel management systems.
• Fluency in English; Arabic is an added advantage.
• A professional manner and dedication to maintaining brand standards.

Benefits

The role includes a competitive salary paid in AED, along with a strong leave policy, healthcare coverage, life insurance, incentive programs, and additional employee benefits.