Job Description
About Wynn Al Marjan Island:
On schedule to open in the United Arab Emirates in Spring 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination for discerning guests to play and relax. Located less than 50 minutes from Dubai International Airport, this integrated resort offering 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five-star spa is currently under construction on a picturesque island that gracefully curves into the Arabian Gulf.
About The Position
Wynn Al Marjan Island is currently seeking a Manager - Villa Service to join the resort's Villa Service team.
Responsibilities
The primary duties and responsibilities of this role are:
- Lead, supervise, and motivate the villa services team to deliver world-class service.
- Oversee daily villa operations, including guest arrivals, departures, and in-villa experiences.
- Ensure all guest requests and special requirements are met promptly and professionally.
- Monitor and maintain villa presentation, cleanliness, and maintenance standards.
- Manage scheduling, task assignments, and performance evaluations for the villa team.
- Handle guest feedback, resolve issues, and escalate concerns as needed.
- Maintain accurate records of guest preferences, service logs, and operational reports.
- Support inventory management and ordering of amenities and supplies.
- Uphold strict confidentiality and privacy standards at all times.
- Provide unparalleled arrival and departure experience for WMI VIP guests
- Oversee and coordinate Villa Services and other relevant departments and manage every point of contact (Doorperson, Front Office, Butler) to ensure a memorable and smooth guest experience
- Manage the Villa Services Team and ensure they deliver WMI's high standards of quality, service and guest satisfaction in every aspect of the VIP guest experience
- Monitor the team's adherence to, and execute and complete operations in accordance with, established policies and procedures
- Monitor quality control mechanisms for Villa Service, including service standards, staff grooming, facilities presentation, and health and safety
- Monitor and inspect the daily upkeep and maintenance of Villa Services areas, facilities, and tools
- Inspect VIP guestrooms and ensure special requests are followed up
- Know and understand the resort's facilities and services
- Monitor guests preference profiles and track their likes and dislikes
- Conduct property tours upon request
- Ensure the accuracy of guests accounts and payments against sales records
- Accept any other duties and responsibilities assigned by the Director
- Coordinate with relevant departments to satisfy guest needs
- Greet VIP guests at the airport when required, including the greet and farewell identified guests upon arrival and departure
- Oversee guests restaurant reservations, spa bookings, show tickets, sightseeing and limousine service
- 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 in planning and operations
- Establish a rapport with guests and build professional relationships
- Ensure the team meets or exceeds guest service goals
- Assist in designing departmental training and writing operating procedures
- Provide supervision, direction and leadership to the team to achieve department goals
- Conduct daily briefings and review arrival/in-house guest profiles, disseminate company information, and any other pertinent information to Villa Services Team
- Assist to hire, train, supervise, and manage Villa Services and support staff
- Coach, motivate, counsel and evaluate staff and encourage their participation in decision-making
- Oversee scheduling of rosters and breaks and ensure manpower meets demand
- Manage and approve time and attendance records in a timely manner
- Delegate tasks fairly and equitably among the team and promote team work
- Identify and develop each Team Members individual strengths to maximise team performance
- Test and correct any 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
- Provide ongoing staff motivation and team development
- Develop and share your vision for the department
- Maintain effective communication with all Team Members by providing 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 Director
- Monitor industry and market trends and recommend adjustments to services, pricing, and Team Member wage levels accordingly
- Interact with Department and Company Team Members, management, and contractors professionally and positively
- Attend Department and inter-Department meetings and share relevant information
- Encourage good relationships, promote team spirit, and ensure effective two-way and multicultural communications
- Adhere to the Company policies and procedures and comply with the Code of Conduct
- Remain well-mannered and well-groomed as per Department and Company standards
- Follow health and safety standards and strive for constant improvement to avoid health and injury hazards
- Participate in the Company recycling program and follow a strict discipline to reduce, re-use and recycle wherever possible
About You
The ideal candidate for this position will have the following experience and qualifications:
- Minimum 5 years of experience in luxury hospitality or guest service management experience , with at least 2 years in a supervisory or managerial role.
- Minimum 2 years of experience in butler services for either large integrated resort, large Forbes 5-Star hotel property.
- Proven leadership, team management, and training skills.
- Strong organizational, communication, and problem-solving abilities.
- Proficiency in hotel management systems and Microsoft Office.
- Impeccable attention to detail, grooming, and professional etiquette.
- Multilingual abilities are an advantage.
- Ability to work flexible hours, including weekends and holidays.
About Wynn Al Marjan Island's Benefits
We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package and as well as life insurance, incentive programs, and other employee benefits . The result is a package that makes this role highly attractive to outstanding applicant s seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.
