Manager – Guest Claims Administration

About the role

Wynn Al Marjan Island is seeking a seasoned Manager to lead its Guest Claims Administration team. The role will oversee the full lifecycle of guest and third‑party claims, ensuring timely, fair resolutions while safeguarding the resort’s reputation as it prepares for its 2027 opening.

Key responsibilities

• Receive, log, acknowledge and control all guest and third‑party claims related to loss, damage, theft, injury, illness, vehicle damage and service failure.
• Conduct thorough investigations by gathering incident reports, statements, CCTV footage, system records, photographs and other evidence, and interviewing relevant parties.
• Assess liability and exposure, recommend settlements, repairs, replacements or escalations, and operate within the delegated authority matrix.
• Prepare settlement agreements, releases, payment requests and case summaries, coordinating with Finance for accurate payments.
• Serve as the primary claims contact for guests, delivering clear, calm and empathetic communication, especially for VIP or high‑profile matters.
• Collaborate with Security, Risk Management, Legal, Housekeeping, Front Office, Food & Beverage, Gaming and external stakeholders to secure evidence and implement corrective actions.
• Liaise with insurers, loss adjusters, brokers, external counsel, contractors and local authorities to ensure proper documentation and audit readiness.
• Maintain the guest claims policy, claims register, case files and SOPs, ensuring compliance with company policy, UAE law and industry regulations.

Required profile

• Proven experience in claims administration, preferably within hospitality or resort environments.
• Strong investigative and analytical abilities to assess liability and gather evidence.
• Excellent communication skills with the ability to handle sensitive, emotive and high‑profile situations discreetly.
• Ability to work cross‑functionally with multiple internal departments and external partners.
• Knowledge of UAE legal requirements, insurance processes and data protection obligations.

Required skills