Manager - Villa Services

Wynn Al Marjan Island

About the Position:

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

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