Manager - Guest Relations

Wynn Al Marjan Island

About the Position:

Wynn Al Marjan Island is currently seeking a Manager - Guest Relations to join the resort s Guest Relations team.

The primary duties and responsibilities of this role are:

• Engage directly with guests to address inquiries, concerns, and service recovery needs.

• Deploy accurate and timely information to relevant departments (Housekeeping, Facilities, F&B) for issue resolution.

• Coordinate with Facilities for urgent room maintenance requests and ensure prompt action.

• Monitor and track guest issues from initiation to closure, ensuring follow-up and satisfaction.

• Document all guest interactions and resolutions in CRM systems for accountability and reporting.

• Collaborate with Guest Relations Director to implement service recovery strategies and maintain Forbes 5-Star standards.

• 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 strong relationships with repeat guests and VIP clientele to enhance loyalty.

• Escalate unresolved or complex issues to senior leadership promptly.

• Maintain close collaboration with Risk Management team to support guest injury claims and loss/damage of personal items.

• Champion Forbes Five-Star service elements across all departmental operations and guest touchpoints.

About You:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor s degree in Hospitality Management or related field.

• Experience: Minimum 5 7 years in luxury hospitality, with at least 3 years in guest relations or front office roles.

• Strong interpersonal and communication skills for direct guest engagement.

• Ability to coordinate across multiple departments and manage priorities effectively.

• Proficiency in CRM and hotel management systems.

• Fluent in English; Arabic is considered a plus.

• Professional demeanor and commitment to brand standards.