Guest Relations Manager

About the role

Wynn Al Marjan Island is seeking a Guest Relations Manager to lead its Guest Relations team for a new luxury resort scheduled to open in Spring 2027. The role focuses on delivering Forbes Five‑Star service, handling guest inquiries, and ensuring seamless coordination across hotel departments.

Key responsibilities

• Engage directly with guests to address inquiries, concerns, and service recovery needs.
• Provide accurate information to Housekeeping, Facilities, and F&B for timely issue resolution.
• Coordinate urgent room maintenance requests with Facilities and monitor issues from initiation to closure.
• Document all guest interactions and resolutions in CRM systems for reporting.
• 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 relationships with repeat guests and VIP clientele to enhance loyalty.
• Escalate complex issues to senior leadership and collaborate with Risk Management on injury claims and loss/damage of personal items.

Required profile

• Bachelor’s degree in Hospitality Management or a related field.
• 5–7 years of experience in luxury hospitality, with at least 3 years in guest relations or front‑office roles.
• Strong interpersonal and communication skills, fluent in English (Arabic a plus).
• Professional demeanor with a commitment to brand standards.

Required skills

• Proficiency with CRM systems.
• Experience using hotel management systems.

What we offer

• Competitive salary paid in AED.
• Generous leave policy.
• Comprehensive healthcare package.
• Life insurance and incentive programs.
• Additional employee benefits typical of Wynn Resorts.