Director - Call Center Operations

Job Description

About Wynn Al Marjan Island:

On schedule to open in the United Arab Emirates in 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.

About The Position

Wynn Al Marjan Island is currently seeking a Director – Call Center Operations to join the resort’s Call Center Operations team.

The Director of Call Center Operations is responsible for leading all aspects of the resort’s centralized guest contact strategy, ensuring a seamless, high-touch experience from the very first interaction. This role oversees PBX, Guest Room Reservations, Gaming Reservations, and Restaurant Reservations, driving operational excellence, service innovation, and revenue optimization across all communication channels.

Responsibilities

The primary duties and responsibilities of this role are:

• Provide strategic leadership for all call center functions across PBX, Hotel and Gaming Reservations, and Restaurant Reservations, driving a culture of excellence and accountability.
• Define and execute the call center strategy, ensuring alignment with overall resort objectives, brand positioning, and guest experience standards.
• Oversee the end-to-end performance of call center operations, ensuring seamless, efficient, and consistent service delivery across all guest contact channels.
• Champion a highly personalized and service-driven guest experience, setting the benchmark for all guest interactions in line with Wynn standards.
• Drive commercial performance by optimizing conversion across rooms, dining, and gaming reservations, identifying opportunities to enhance revenue contribution.
• Establish and govern key performance indicators, ensuring consistent monitoring of service levels, responsiveness, conversion, and guest satisfaction.
• Lead the development of advanced reporting and analytics frameworks, translating insights into actionable strategies that enhance performance and efficiency.
• Partner with senior stakeholders across Rooms, Gaming, Food & Beverage, and other functions to ensure alignment on guest demand, priorities, and operational delivery.
• Own the guest journey at first point of contact, ensuring all inquiries, special requests, and service recovery efforts are handled with urgency, precision, and professionalism.
• Set direction for service recovery frameworks, ensuring consistent resolution standards and continuous improvement in guest satisfaction outcomes.
• Provide strategic oversight of departmental financial performance, including budgeting, forecasting, and cost optimization.
• Oversee workforce strategy and resource planning to ensure optimal staffing models aligned with business demand and service expectations.
• Ensure the development and continuous enhancement of policies, procedures, and service standards to support operational excellence and scalability.
• Lead talent strategy for the function, including hiring, capability building, succession planning, and leadership development.
• Foster a high-performance culture through effective coaching frameworks, performance management, and employee engagement initiatives.
• Ensure structured communication frameworks are in place to drive clarity, alignment, and execution across all levels of the team.
• Uphold and reinforce company standards of professionalism, presentation, and service delivery across all teams.
• Shape an inclusive, high-engagement work environment that reflects Wynn’s values and supports team member wellbeing and retention.
• Monitor market trends, competitor activity, and industry developments, proactively adapting strategies to maintain a competitive edge.
• Drive innovation within the call center function, enhancing the guest experience and strengthening the department’s contribution to the resort’s overall positioning.
• Represent the function at a leadership level, providing clear visibility on performance, risks, and opportunities.
• Ensure full compliance with company policies, procedures, and Code of Conduct.
• Champion health, safety, and sustainability practices, embedding continuous improvement across the function.
• Undertake additional leadership responsibilities as assigned by the SVP Hotel Operations.
  
  

About You

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

• Minimum 7–10 years of progressive leadership experience in call center or guest contact operations, with a strong preference for luxury hospitality or high-end service environments.
• Proven track record of leading multi-functional contact center operations, including reservations and guest services, at scale.
• Bachelor’s degree in hospitality management, Business Administration, or a related field.
• Strong commercial acumen, with demonstrated ability to drive revenue performance through conversion optimization and service excellence.
• Deep expertise in call center technologies, PBX systems, and reservation platforms (e.g., Opera, OpenTable, Salesforce).
• Strategic mindset with the ability to translate business objectives into operational frameworks and measurable outcomes.
• Exceptional leadership capability, with experience building, developing, and leading high-performing teams.
• Strong analytical skills, with the ability to interpret performance data, identify trends, and drive continuous improvement.
• Excellent stakeholder management skills, with the ability to influence and collaborate across multiple departments and levels of leadership.
• Outstanding communication and interpersonal skills, with fluency in English required; additional languages are an advantage.
• Highly organized with strong attention to detail and the ability to manage competing priorities in a fast-paced environment.
• Demonstrated ability to operate effectively in a pre-opening or dynamic business environment with evolving priorities.
• Professional presence aligned with luxury hospitality standards.
  
  

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

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