Director of Rooms

Wynn Al Marjan Island

About the Position:

Wynn Al Marjan Island is currently seeking a Director of Rooms to join the resort s Front Office Resort Tower team.

The primary duties and responsibilities of this role are:

• Manage the full scope of Resort and Enclave Front Office operations, from pre-arrival to post-departure, ensuring a flawless guest journey.

• Develop and implement service standards and procedures aligned with luxury brand expectations and Forbes 5-Star criteria.

• Monitor room inventory, occupancy, and rate strategy in coordination with Revenue Management and Reservations.

• Utilize hotel systems (PMS, CRM, POS) to streamline processes and enhance operational efficiency.

• Fulfill operational requirements of both Rooms and Gaming Departments for premium guest experiences.

• Lead, train, and mentor Front Office staff, promoting a culture of service excellence and continuous improvement.

• Implement performance management strategies for agents with upsell programs using measurable KPIs.

• Oversee departmental budget planning and cost control, ensuring alignment with financial targets while optimizing resources for operational efficiency and profitability.

• Identify high-potential talent and support career development within the team.

• Coordinate with Housekeeping, Security, VIP Services, Spa, F&B, and other departments to ensure cohesive service delivery.

• Act as a liaison for Enclave guests, ensuring their unique needs are met with discretion and precision.

• Champion process optimization and innovation, regularly reviewing workflows and guest touchpoints to enhance service delivery, reduce inefficiencies, and maintain Forbes 5-Star standards.

• Address guest feedback and service recovery with professionalism and urgency.

• Maintain close relationships with repeat guests and VIP clientele to enhance loyalty and satisfaction.

• Drive incremental revenue through strategic upselling initiatives, leveraging guest preferences and data insights to maximize room upgrades, ancillary services, and premium experiences.

• Serve as the primary liaison for guest feedback management, utilizing Qualtrics analytics to identify trends, implement corrective actions, and elevate overall guest satisfaction scores.

About You:

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

• Education: Bachelor s degree in Hospitality Management or related field.

• Experience: Minimum 10 years in luxury hospitality, with at least 5 years in a senior Front Office leadership role.

• Proven track record of managing high-volume, high-touch guest operations.

• Strong leadership and team development capabilities.

• Excellent communication and interpersonal skills.

• Proficiency in hotel systems (PMS, CRM, POS) and data-driven decision-making.

• Fluent in English; Arabic is considered a plus.

• Professional demeanor and commitment to brand standards.