Role Overview – Wynn Al Marjan Island is hiring a Customer Experience Manager for a full-time, on-site role based in Ras Al Khaimah, UAE. This position is ideal for experienced hospitality leaders with strong customer experience expertise, luxury service knowledge, and the ability to develop guest experience strategies, manage service quality, lead teams, and ensure exceptional guest satisfaction within a world-class integrated resort and luxury hospitality environment.

Guest Experience Strategy and Leadership – You will lead guest experience strategy by developing comprehensive customer experience strategies aligned with Wynn standards, defining service excellence frameworks, establishing guest experience vision and objectives, implementing experience enhancement initiatives, driving service innovation, and positioning Wynn Al Marjan Island as a leader in luxury hospitality and guest satisfaction.

Service Quality Management and Standards – You will manage service quality and standards by establishing service quality benchmarks, implementing Wynn service standards and Forbes standards, monitoring service delivery across all departments, conducting quality audits and assessments, ensuring consistency in guest experiences, maintaining luxury service excellence, and upholding world-class hospitality standards throughout the resort.

Guest Satisfaction and Feedback Management – You will manage guest satisfaction and feedback by monitoring guest satisfaction scores and metrics, analyzing feedback from surveys, reviews, and direct comments, tracking guest sentiment across platforms (TripAdvisor, Google, social media), identifying improvement areas, implementing corrective actions, measuring satisfaction trends, and driving continuous improvement in guest satisfaction levels.

Team Leadership and Development – You will lead teams and drive development by managing customer experience teams, providing leadership and direction, coaching staff on service excellence, conducting training on guest service standards, developing team capabilities, building service culture, mentoring team members, and fostering high-performing teams dedicated to exceptional guest experiences.

Guest Journey Mapping and Optimization – You will map and optimize guest journeys by analyzing entire guest experiences from pre-arrival through post-departure, identifying touchpoints and moments of truth, mapping service interactions, identifying pain points and opportunities, designing enhanced experiences, implementing journey improvements, and ensuring seamless, memorable guest journeys.

Complaint Resolution and Service Recovery – You will manage complaint resolution and service recovery by overseeing guest complaint handling, leading complex escalations, implementing effective service recovery initiatives, empowering teams to resolve issues, tracking complaint trends and root causes, preventing recurring issues, turning negative experiences into positive outcomes, and ensuring guest retention and loyalty.

VIP and Premium Guest Services – You will manage VIP and premium guest services by overseeing high-value guest experiences, coordinating VIP arrivals and services, ensuring personalized experiences for premium guests, managing VIP programs and benefits, coordinating with concierge and guest relations teams, delivering exceptional luxury experiences, and exceeding expectations of discerning luxury travelers.

Cross-Functional Collaboration and Coordination – You will collaborate cross-functionally by coordinating with all resort departments (rooms division, F&B, spa, gaming, events, operations), ensuring integrated service delivery, aligning departments on guest experience priorities, facilitating interdepartmental communication, resolving cross-functional issues, and ensuring cohesive guest experiences across the resort.

Mystery Shopping and Quality Audits – You will conduct mystery shopping and quality audits by implementing mystery guest programs, conducting service audits across departments, evaluating service delivery against standards, identifying gaps and improvement areas, providing actionable feedback, tracking audit findings, and driving continuous quality improvement.

Guest Relations and Engagement – You will manage guest relations and engagement by overseeing guest relations operations, engaging with guests personally, conducting guest interactions and check-ins, addressing guest needs proactively, building relationships with repeat guests, fostering guest loyalty, and creating welcoming, personalized experiences.

Performance Metrics and Reporting – You will track performance metrics and prepare reports by monitoring key performance indicators (guest satisfaction scores, NPS, complaint rates, service recovery effectiveness, review ratings), analyzing performance data, preparing comprehensive reports for leadership, presenting insights and trends, benchmarking against competitors, and providing data-driven recommendations.

Training and Service Excellence Programs – You will develop training and service programs by creating service excellence training curricula, conducting guest service training workshops, implementing onboarding programs focused on service culture, developing service standards training, facilitating continuous learning, and building resort-wide service excellence capabilities.

Technology and Guest Experience Systems – You will manage technology and systems by overseeing guest feedback systems, implementing customer experience platforms, utilizing CRM systems for guest data and preferences, leveraging technology to enhance experiences, analyzing guest data and insights, and ensuring effective use of technology to support personalized service.

Voice of the Customer Programs – You will implement voice of the customer programs by establishing feedback collection mechanisms, conducting guest surveys and interviews, gathering real-time feedback, analyzing voice of customer data, sharing insights across the organization, closing the feedback loop with guests, and ensuring guest voices inform decision-making.

Standard Operating Procedures Development – You will develop SOPs by creating customer experience standards and procedures, documenting service protocols, establishing complaint handling procedures, developing service recovery guidelines, creating quality assurance frameworks, and ensuring consistent, standardized service delivery.

How to Apply:

Send your updated CV to info@wynnalmarjanisland.com. Please highlight your customer experience manager or senior guest services leadership experience, your luxury hospitality background (especially 5-star or Forbes-rated properties), examples of guest satisfaction improvements or quality initiatives you have led, your experience with luxury brands (Wynn or similar), your understanding of UAE or GCC hospitality markets, your analytical and reporting capabilities, and your passion for service excellence and creating memorable luxury experiences. Forward to anyone in your network who may be a strong fit.

About the Resort:

Wynn Al Marjan Island is a world-class luxury integrated resort in Ras Al Khaimah, UAE, part of the prestigious Wynn Resorts portfolio, committed to delivering unparalleled luxury hospitality experiences and service excellence. The resort is seeking an experienced Customer Experience Manager who brings strong luxury hospitality expertise, guest experience leadership, and a passion for service perfection to develop customer experience strategies, manage service quality, lead teams, and ensure Wynn Al Marjan Island delivers the exceptional, world-renowned guest experiences that define the Wynn brand and establish the resort as the premier luxury destination in the UAE.