Manager - Housekeeping

Role Overview

Manager – Housekeeping at Wynn Al Marjan Island, a luxury integrated resort under construction on Al Marjan Island in the United Arab Emirates, scheduled to open in 2027. The resort is located less than 50 minutes from Dubai International Airport.

Company Overview

Wynn Al Marjan Island is an opulent beachside destination featuring 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five-star spa. The resort is designed as an integrated leisure and hospitality destination on a picturesque island that curves into the Arabian Gulf.

Role Purpose

To manage the housekeeping department ensuring guests receive prompt and courteous service, all operational areas run to resort standard procedures and policies, and team members maintain consistent quality delivery that exceeds guest expectations.

Key Responsibilities

Operations & Standards

• Report for duty punctually in correct uniform and name tag.
• Attend daily briefings in selected areas conducted by direct leaders and shift briefings with Assistant Managers, Guest Room Attendants and Supervisors.
• Be flexible in working hours and scheduling as per resort requirements.
• Carry out job-related duties as required by leaders.
• Manage department performance ensuring guests receive prompt and courteous service and all operational areas run to resort standard procedures and policies.
• Oversee departmental roster and manning.
• Oversee daily measurement tools for productivity and Time and Motion, ensuring no redundancy of duties and reporting anomalies to the Housekeeping Director.
• Carry out inspections of all areas to ensure standards are maintained as per resort standards.
• Be responsible for smooth turnaround of operations and liaise with Front Office regarding late checkouts impacting midnight turnover.
• Ensure guest supplies are always available for operations.
• Monitor usage of guest room supplies and amenities ensuring these are in line with targeted cost departmental budgetary guidelines.
• Ensure all operational aspects are aligned to creating memorable experiences for guests.

Systems & Technology

• Be proficient in handling software relating to property management: Opera, Maximo, FCS-Communication system and other relevant systems as required for day-to-day operations.
• Review monthly FCS-Communication system reports to ensure efficient use of resources and determine training requirements or operation procedure reviews.

Team Management & Development

• Manage performance of colleagues ensuring guests receive prompt and courteous service.
• Support and assist Assistant Managers and Supervisors in developing Guest Room Attendants based on quality audit results and improvement planners, ensuring each Guest Room Attendant delivers consistent levels of service.
• Ensure all colleagues are reporting to duty in proper uniform, on time and well groomed.
• Monitor and manage the performance of contracted staff ensuring they work to resort guidelines and standards, communicating challenges or deviations to contractors immediately.
• Oversee department recruitment, assist Human Resources with recruiting new colleagues and carry out interviews.
• Ensure training needs within the department are monitored, crafted and provided as per resort standards.
• Conduct training for Assistant Managers, Team Leaders and colleagues when required.
• Effectively provide coaching, counselling and disciplining of team members and provide constructive feedback to enhance performance.
• Ensure all new colleagues and team leaders are trained and introduced to their duties as per resort standards and policies.
• Instill high level of employee satisfaction within the rooms team and meet the Colleague Engagement Survey targets set by leadership.

Communication & Coordination

• Support and assist in carrying out effective and documented communication with team members, ensuring team awareness of standards, expectations, activities and pertinent operational information.
• Build efficient working relationships between housekeeping coordinators and Front Office room controller to ensure daily room turnover is efficiently managed and guests have seamless arrival and stayover experience.

Guest Experience & Service Recovery

• Ensure all guest requirements are proactively anticipated and provided based on requests, reservation details, traces, profile notes or observations from team members.
• Meet guests to provide personalized service and solicit feedback.
• Address guest grievances and resolve them efficiently.
• Follow through on every complaint received, determine root cause and ensure recurrences are avoided.

Quality & Audits

• Be responsible for all quality audits in the rooms and ensure quality of service is of the highest standards.
• Draft improvement planners based on audit results and implement recommended improvements.
• Ensure appraisals and Key Performance Indicator reviews are conducted at set schedules and submit reports for approval to Housekeeping Director and Human Resources team on time.

Safety, Compliance & Maintenance

• Be fully trained in all safety rules, emergency procedures and fire prevention regulations and ensure these are strictly enforced by colleagues.
• Support the Executive Housekeeper to drive the Preventive Maintenance program and Deep Cleaning program to ensure guest rooms are well kept and maintain accurate records.
• Ensure that Housekeeping Standard Operating Procedures are updated regularly based on operational requirements and are in line with the resort's health and safety guidelines and guidelines set by local authorities (DTCM, Dubai Municipality).

Qualifications & Experience

• Graduate in Hotel Management or Diploma equivalent.
• At least 2 years previous experience in a similar position in a 5-star hotel.
• Experience in a luxury hotel or resort setting.

Skills & Competencies

• Strong interpersonal skills.
• Organizational skills.
• Leadership abilities.
• Strong customer service focus.
• Computer literate.
• Fluent in English – verbal, written and reading.
• Ability to work in a fast-paced, multicultural environment.
• Comfortable working in back-of-house areas with high foot traffic and operational activity.

Additional Information

• Willingness to work flexible hours, including weekends and public holidays.
• Salary paid in Dirhams (AED), the local currency of the UAE.
• Excellent leave policy.
• Healthcare package.
• Life insurance.
• Incentive programs and other employee benefits.