Supervisor - EGM Operations

Role Overview

Supervisor - EGM Operations at Wynn Al Marjan Island, located in Ras Al Khaimah, UAE, 50 miles from Dubai International Airport.

Company Overview

Wynn Al Marjan Island will be the first integrated resort in the UAE, set to open in 2027. 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.

Role Purpose

Lead and support the EGM Operations team to deliver exceptional service to premium guests while ensuring strict adherence to internal controls, operational policies, and gaming regulatory requirements across the EGM floor.

Key Responsibilities

Leadership & Team Development

• Lead and support EGM Attendants to ensure consistent delivery of exceptional service for premium guests.
• Contribute to training, coaching, and ongoing development of EGM Attendants.

Operations & Compliance

• Oversee jackpot payouts, hand pays, account verifications, and sensitive transactions to ensure accuracy and proper documentation.
• Monitor EGM machine performance, coordinate with technical teams, and initiate timely resolutions for malfunctions or irregularities.
• Ensure adherence to internal controls, operational policies, and GCGRA requirements across the EGM floor.

Guest Experience & Service

• Manage guest escalations with professionalism, discretion, and sound judgment.
• Oversee the presentation, cleanliness, and readiness of the EGM environment to maintain a high-quality guest experience.
• Proven ability to manage high-value guests with discretion, professionalism, and service excellence.

Programming & Events

• Support and supervise promotional activities, special events, and EGM-related programs.

Reporting & Documentation

• Prepare and review shift reports, incident logs, and performance summaries.

Cross-Functional Collaboration

• Collaborate with Surveillance, Security, and Technical Services to ensure safe, compliant, and well-coordinated operations.

Qualifications & Experience

• High school diploma or equivalent required; additional education in hospitality or business is preferred.
• Minimum 3–5 years of experience in EGM operations, with at least 1–2 years in a leadership or supervisory role.
• Strong understanding of EGM functionality, payout procedures, and operational controls.

Skills & Competencies

• Excellent communication, leadership, and conflict-resolution skills.
• Proficiency in spoken English; additional languages are an advantage.
• Familiarity with gaming management systems and reporting tools.

Additional Information

• Flexible availability, including evenings, weekends, and holidays.
• Must be able to obtain and maintain a valid gaming license.
• Salary paid in Dirhams (AED), the local currency of the UAE.
• Excellent leave policy, healthcare package, incentive programs, and other employee benefits.