Manager - Guest Claims Administration

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 Manager - Guest Claims Administration to join the resort’s Guest Claims Administration team.

Responsibilities

The primary duties and responsibilities of this role are:

• Claims Intake, Investigation and Case Control: Receives, logs, acknowledges and controls all guest and third-party claims relating to loss, damage, theft, injury, illness, vehicle damage and service failure, ensuring each file is opened, documented and progressed within the agreed service standard.
• Conducts objective investigations by securing incident reports, statements, CCTV footage, system records, photographs and supporting evidence, and by interviewing colleagues, guests and relevant third parties where appropriate.
• Settlement, Authority and Governance: Assesses liability and exposure, recommends settlement, repair, replacement, denial or escalation, and operates within the approved delegated authority matrix for financial, legal, insurer and executive review.
• Prepares settlement agreements, releases, payment requests and case summaries, coordinating with Finance to ensure payments are accurate, approved, traceable and applied to the correct cost center.
• Guest Recovery and Brand Protection: Serves as the primary claims contact for guests and claimants, providing clear, calm and empathetic communication that supports fair resolution while protecting the resort’s reputation and service standards.
• Handles sensitive, emotive, VIP or high-profile matters with discretion, consistency and confidentiality, balancing guest recovery with precedent, policy, legal and commercial considerations.
• Cross-Functional Risk Management: Partners with Security, Risk Management, Legal, Housekeeping, Front Office, Food and Beverage, Gaming and external stakeholders to secure evidence, resolve claims and implement operational corrections that prevent recurrence.
• Liaises with insurers, loss adjusters, brokers, external counsel, contractors and local authorities where required, ensuring timely documentation, recovery action, subrogation support and audit readiness.
• Policy, Reporting and Loss Prevention: Owns the guest claims policy, claims register, case files and standard operating procedures, ensuring compliance with company policy, insurance requirements, UAE law, data protection obligations and hospitality and gaming regulations.
• Produces executive and insurer reporting on claim volume, root causes, ageing, settlement values, recovery performance and reserve movement, translating trends into practical loss-prevention recommendations for department heads.
• Pre-Opening Readiness and Team Leadership: Designs and implements pre-opening claims processes, SOPs, escalation pathways, templates, training content and cross-functional readiness standards before resort opening.
• Recruits, trains, schedules and develops the guest claims administration team, setting clear service, documentation, confidentiality and response standards aligned with an ultra-luxury integrated resort environment.
• 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:

Qualifications & Experience

• Bachelor's degree in business administration, law, insurance, risk management, finance or hospitality management; a professional insurance or claims qualification is an advantage.
• Minimum five years of experience in claims administration, risk management, insurance or guest relations, including at least two years in a supervisory or managerial role.
• Luxury hotel, ultra-luxury integrated resort or gaming experience is strongly preferred; pre-opening experience with SOP design, training rollout and operational readiness is an advantage.
• Working knowledge of general liability, property and guest claims principles, settlement negotiation, evidence handling and insurance documentation.
• Familiarity with UAE civil liability, consumer protection and data protection practice, and with hospitality and gaming regulatory requirements.
• Confident user of Microsoft Excel, Word and Outlook, hotel property management systems and case or claims management platforms.
• Fluent written and spoken English; Arabic or an additional language relevant to the resort's guest mix is highly desirable.
• Sound investigative judgement and the ability to reach a defensible decision on liability from incomplete or conflicting information.
• Exceptional written communication, with the discipline to produce case notes and settlement correspondence that stand up to legal and audit scrutiny.
• Composure and empathy under pressure, particularly when dealing with distressed, dissatisfied or high-profile guests.
• Strong negotiation and influencing skills, balanced against a commercial understanding of cost, precedent and reputational exposure.
• Meticulous attention to detail, with the organizational discipline to manage a high-volume caseload against deadlines.
• Absolute integrity and discretion in handling confidential guests, colleagues and financial information.
• Available to respond to serious incidents outside standard office hours, 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 applicant s seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.

---