Job Description

About Wynn Al Marjan Island:

Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club. It will feature multiple swimming and wading pools, a five-star spa, a salon, a shopping promenade, and a celebrations and events center.

About the Position:

Wynn Al Marjan Island is currently seeking a Supervisor - Guest Claims Administration to join the resort’s Guest Claims Administration Services team.

The primary duties and responsibilities of this role are:

• Receives and logs guest and third-party claims covering lost, damaged or stolen property, personal injury, illness, vehicle damage and service failure, and acknowledges each claimant within the agreed service standard.
• Gathers the evidence needed to assess each claim, including incident reports, colleague and guest statements, CCTV footage, system records, invoices and valuations.
• Resolves routine and low value claims within the delegated authority limit, and prepares a clear summary and recommendation on complex, high value or potentially litigious files for the Manager.
• Keeps claimants updated at every stage, explaining the process, the decision and the settlement in plain language and with genuine care.
• Maintains the claims register and case files so that every entry is complete, accurate, current and ready for insurer, audit or regulatory review.
• Prepares settlement paperwork, releases, refund and payment requests, and follows them through with Finance until the disbursement is completed and recorded.
• Monitors claim ageing and open items daily, chasing outstanding information and escalating anything at risk of breaching the agreed turnaround time.
• Coordinates with Security, Housekeeping, Front Office, Food and Beverage, Engineering and Gaming operations to secure evidence and confirm the facts of each incident.
• Works collaboratively with Legal, Risk, Security, Finance and relevant operating departments to support fair, timely and well-documented claim outcomes.
• Supports the Manager in dealings with insurers, loss adjusters and brokers by compiling and submitting the required documentation.
• Supervises, schedules and coaches the claims agents and coordinators on shift, checking the quality of their case work and correcting errors before files progress.
• Trains new team members on claims procedures, systems and service standards, and acts as the reference point for day-to-day process questions.
• Compiles the weekly and monthly claims statistics used in departmental and executive reporting, flagging recurring causes and problem areas.
• Applies the guest claims policy and standard operating procedures consistently and proposes improvements where a step is slowing resolution or weakening control.
• Handles all guests, colleagues and financial information in line with UAE law, data protection obligations and the resort's confidentiality standards.
• Deputizes for the Manager during absence on routine departmental matters.
• Performs other reasonable duties appropriate to the position as assigned by management.

About You:

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

• Diploma or bachelor's degree in business administration, insurance, finance, hospitality management or a related field.
• Minimum three years of experience in claims handling, insurance administration, guest relations or a similar administrative role, including at least one year in a supervisory or team leader capacity.
• Luxury hotels, integrated resort or gaming experience is preferred; pre-opening experience is an advantage.
• Practical understanding of claims documentation, evidence handling, incident reporting and settlement paperwork.
• Confident user of Microsoft Excel, Word and Outlook, with the ability to maintain registers and produce accurate statistics; experience with a property management or case management system is an advantage.
• Fluent written and spoken English; Arabic or an additional language relevant to the resort's guest mix is highly desirable.
• Meticulous attention to detail and strong organizational skills, with the ability to manage a high-volume caseload against deadlines.
• Clear and professional written communication, capable of producing case notes and guest correspondence that stand up to review.
• Composure, patience and empathy when dealing with upset or dissatisfied guests, and the confidence to hold a fair line politely.
• Sound judgement within a defined authority limit, with the good sense to escalate anything sensitive, high value or unclear.
• Integrity and discretion in handling confidential guests, colleagues and financial information.
• Willing to work a rotating shift pattern, including evenings, weekends and public holidays, in a resort that operates around the clock.

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 applicants seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.