Supervisor - Guest Claims Administration

Role Overview

Supervisor - Guest Claims Administration 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 feature 1,530 rooms and suites, 22 restaurants, lounges and bars, a theater, beach club, multiple swimming and wading pools, a five-star spa, salon, shopping promenade, and celebrations and events center.

Role Purpose

Lead the Guest Claims Administration Services team in receiving, investigating, resolving and documenting guest and third-party claims covering lost, damaged or stolen property, personal injury, illness, vehicle damage and service failure, while maintaining compliance with policy and legal obligations.

Key Responsibilities

Claims Intake and Assessment

• Receive and log guest and third-party claims and acknowledge each claimant within the agreed service standard.
• Gather evidence needed to assess claims, including incident reports, colleague and guest statements, CCTV footage, system records, invoices and valuations.
• Coordinate with Security, Housekeeping, Front Office, Food and Beverage, Engineering and Gaming operations to secure evidence and confirm the facts of each incident.

Claims Resolution and Settlement

• Resolve routine and low value claims within the delegated authority limit.
• Prepare a clear summary and recommendation on complex, high value or potentially litigious files for the Manager.
• Keep claimants updated at every stage, explaining the process, decision and settlement in plain language and with genuine care.
• Prepare settlement paperwork, releases, refund and payment requests, and follow them through with Finance until disbursement is completed and recorded.

Case Management and Documentation

• Maintain the claims register and case files so that every entry is complete, accurate, current and ready for insurer, audit or regulatory review.
• Handle all guests, colleagues and financial information in line with UAE law, data protection obligations and the resort's confidentiality standards.
• Apply the guest claims policy and standard operating procedures consistently and propose improvements where a step is slowing resolution or weakening control.

Monitoring and Escalation

• Monitor claim ageing and open items daily, chasing outstanding information and escalating anything at risk of breaching the agreed turnaround time.

Stakeholder Management and Support

• Work collaboratively with Legal, Risk, Security, Finance and relevant operating departments to support fair, timely and well-documented claim outcomes.
• Support the Manager in dealings with insurers, loss adjusters and brokers by compiling and submitting required documentation.

Team Supervision and Training

• Supervise, schedule and coach the claims agents and coordinators on shift, checking the quality of their case work and correcting errors before files progress.
• Train new team members on claims procedures, systems and service standards, and act as the reference point for day-to-day process questions.

Reporting and Analysis

• Compile the weekly and monthly claims statistics used in departmental and executive reporting, flagging recurring causes and problem areas.

General Duties

• Deputize for the Manager during absence on routine departmental matters.
• Perform other reasonable duties appropriate to the position as assigned by management.

Qualifications & Experience

• Diploma or bachelor's degree in business administration, insurance, finance, hospitality management or a related field.
• Minimum three years of experience in claims handling, insurance administration, guest relations or a similar administrative role, including at least one year in a supervisory or team leader capacity.
• Luxury hotels, integrated resort or gaming experience is preferred.
• Pre-opening experience is an advantage.
• Practical understanding of claims documentation, evidence handling, incident reporting and settlement paperwork.

Skills & Competencies

• Confident user of Microsoft Excel, Word and Outlook, with the ability to maintain registers and produce accurate statistics.
• Experience with a property management or case management system is an advantage.
• Fluent written and spoken English.
• Arabic or an additional language relevant to the resort's guest mix is highly desirable.
• Meticulous attention to detail and strong organizational skills, with the ability to manage a high-volume caseload against deadlines.
• Clear and professional written communication, capable of producing case notes and guest correspondence that stand up to review.
• Composure, patience and empathy when dealing with upset or dissatisfied guests.
• Confidence to hold a fair line politely.
• Sound judgement within a defined authority limit, with the good sense to escalate anything sensitive, high value or unclear.
• Integrity and discretion in handling confidential guests, colleagues and financial information.

Additional Information

• Willing to work a rotating shift pattern, including evenings, weekends and public holidays, in a resort that operates around the clock.
• Salary paid in Dirhams (AED), the local currency of the UAE.
• Excellent leave policy.
• Healthcare package and life insurance.
• Incentive programs and other employee benefits.