Assistant Manager - Lost & Found

Role Overview

Assistant Manager - Lost & Found at Wynn Al Marjan Island, a luxury integrated resort scheduled to open on Al Marjan Island in the United Arab Emirates in Spring 2027, located less than 50 miles from Dubai International Airport.

Company Overview

Wynn Al Marjan Island is an opulent beachside destination currently under construction on a picturesque island in the Arabian Gulf. The integrated resort will offer 1,530 rooms and suites, 22 restaurants and lounges, a theater, nightclub, and five-star spa.

Role Purpose

To oversee all lost property operations for the resort, ensuring the accurate receipt, secure storage, proper documentation and timely return of items lost by guests across all resort locations, while leading the Lost & Found team and maintaining compliance with resort policy and UAE legal requirements.

Key Responsibilities

Lost Property Operations

• Oversee receipt, logging, photographing, tagging and secure storage of found items from guest rooms, public areas, restaurants, casino, spa, beach and back-of-house locations.
• Ensure each item is accurately recorded on the day it is received.

Secure Handling & Chain of Custody

• Ensure cash, jewelry, watches, passports, bank cards, medication, electronics and other high-value or sensitive items are handled through enhanced procedures.
• Arrange appropriate witnessing and Security involvement.
• Maintain complete movement records.

Guest Communication & Claims

• Manage enquiries received by telephone, email, website and in person.
• Conduct thorough searches.
• Respond within agreed service standards.
• Communicate with empathy, discretion and professionalism.

Ownership Verification & Release

• Verify ownership using item descriptions, identification, booking details and supporting information before any release.
• Escalate claims that cannot be properly substantiated.

Return, Shipping & Documentation

• Coordinate in-person collection or courier return.
• Prepare shipping and customs documentation for local and international shipments.
• Confirm applicable charges with the guest.
• Track each consignment through delivery.

Interdepartmental Coordination

• Partner with Housekeeping, Security, Front Office, Food & Beverage and Gaming to trace reported items.
• Confirm recovery details.
• Support timely resolution of guest enquiries.

Compliance & Escalation

• Refer suspected theft, police matters, guest claims or disputed ownership cases to Security and Guest Claims Administration.
• Preserve the item, documentation and related records.

Retention & Disposal Control

• Administer authorized retention, disposal, donation, destruction or release-to-finder processes.
• Ensure strict compliance with resort policy, UAE legal requirements and documented approval controls.

Store Control & Reconciliation

• Control access to the lost property store.
• Maintain an orderly and secure storage environment.
• Monitor capacity.
• Conduct regular reconciliations between physical stock and system records.

Discrepancy Management

• Investigate discrepancies, losses or suspected misappropriation immediately.
• Ensure timely notification to the Manager, Security and relevant leadership as required.

Team Leadership

• Supervise, schedule, train and coach the Lost & Found team.
• Set clear expectations for accuracy, confidentiality, guest care and policy compliance across all shifts.

Resort-Wide Standards

• Train colleagues in other departments on proper found-property handover procedures.
• Reinforce consistent lost property standards across the resort.

SOP Management

• Maintain and update departmental standard operating procedures.
• Ensure they are understood, followed and reviewed for ongoing operational effectiveness.

Reporting & Continuous Improvement

• Produce reporting on received, returned, shipped, disposed and outstanding items.
• Include return rates, recurring loss locations and key trends for Manager and Rooms leadership review.

Audit & Data Protection

• Support internal and external audit reviews.
• Implement agreed corrective actions.
• Ensure all handling of guest property and personal data is confidential, auditable and compliant.

Managerial Support

• Deputize for the Manager during absence.
• Represent the department in interdepartmental meetings.
• Perform other reasonable duties appropriate to the position as assigned by management.

Qualifications & Experience

• Diploma or bachelor's degree in hospitality management, business administration, logistics or a related field.
• Minimum four years of experience in rooms operations, housekeeping administration, guest services, stores or inventory control.
• At least two years in a supervisory role.
• Practical understanding of inventory control, chain of custody, secure storage, guest-property handling and courier or customs documentation for local and international shipments.
• Luxury hotel or integrated resort experience.
• Direct Lost & Found, housekeeping administration, security control room, inventory or guest claims experience.
• Pre-opening experience in a luxury hospitality environment.

Skills & Competencies

• Confident user of Microsoft Excel, Word and Outlook.
• Proficient with hotel property management systems and lost property or inventory tracking platforms.
• Fluent written and spoken English, with the ability to communicate clearly, respectfully and professionally with guests, colleagues and leadership.
• Strong attention to detail and record-keeping discipline.
• Sound judgement when verifying ownership, releasing property, declining claims or escalating sensitive cases.
• Unquestionable integrity and discretion when handling cash, valuables, identity documents, medication, electronics and personal information belonging to guests and colleagues.
• Proven supervisory capability, with the ability to train, coach and develop a small team across multiple shifts.
• Physically able to lift, carry and shelve boxes, luggage and bulky items.
• Able to work in a store environment for extended periods.
• Arabic, Russian, Mandarin or another language relevant to the resort's guest profile.

Additional Information

• Available to work extended hours, weekends and public holidays as operational needs require.
• Salary paid in Dirhams (AED), the local currency of the UAE.
• Excellent leave policy.
• Healthcare package.
• Life insurance.
• Incentive programs.
• Other employee benefits.