Supervisor - Concierge

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.

Wynn Al Marjan Island is currently seeking a Supervisor to join the resort’s Concierge team.

• Supervise and support the concierge team to ensure consistent, high-quality service.
• Act as a liaison between guests/residents and internal departments to fulfill requests efficiently.
• Handle VIP guest arrangements, special requests, and personalized services.
• Maintain updated knowledge of local attractions, restaurants, transportation options, and events.
• Train new concierge staff and conduct regular performance evaluations.
• Resolve guest complaints and service issues promptly and professionally.
• Monitor and manage concierge desk operations, including scheduling and task delegation.
• Ensure compliance with company policies, procedures, and service standards.
• Ensure qualitative Forbes Five Star standards are delivered.
• Maintain accurate records of guest interactions, requests, and feedback.
• Assist in developing and implementing service improvement initiatives.

• Bachelor’s degree in Business administration, Communications, or related field.
• 3–5 years of experience in a call center environment, with at least 1–2 years in a specialist or supervisory role.
• Strong analytical skills and experience with call center reporting tools.
• Excellent communication and coaching abilities.
• Proficiency in CRM systems, call monitoring software, and MS Office Suite.
• Experience in quality assurance and process improvement.
• Certification in customer service, call center operations, or Six Sigma is a plus.
• Multilingual capabilities (English, Arabic, Hindi, etc.) are an advantage.
• Ability to work flexible hours and adapt to changing priorities.
• Prior experience and training with Forbes Travel Guide standards required.

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 life insurance, incentive programs, and other employee benefits. The result is a package that makes this role highly attractive to outstanding applicants seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.