Manager - Guest Claims Administration

Role Overview

Manager - Guest Claims Administration at Wynn Al Marjan Island, located on Al Marjan Island in the United Arab Emirates. The resort is scheduled to open in Spring 2027.

Company Overview

Wynn Al Marjan Island is an integrated beachside resort under construction on a picturesque island curving into the Arabian Gulf, located less than 50 miles from Dubai International Airport. The property will feature 1,530 rooms and suites, 22 restaurants and lounges, a theater, nightclub, and five-star spa, positioned as an opulent and entertaining destination for discerning guests.

Role Purpose

Lead the establishment and management of the resort's guest claims administration function, overseeing the intake, investigation, settlement and reporting of all guest and third-party claims while protecting the resort's reputation, ensuring regulatory compliance, and implementing loss-prevention measures across the organization.

Key Responsibilities

Claims Intake, Investigation and Case Control

• Receive, log, acknowledge and control all guest and third-party claims relating to loss, damage, theft, injury, illness, vehicle damage and service failure.
• Ensure each file is opened, documented and progressed within the agreed service standard.
• Conduct objective investigations by securing incident reports, statements, CCTV footage, system records and photographs.
• Interview colleagues, guests and relevant third parties to gather supporting evidence.

Settlement, Authority and Governance

• Assess liability and exposure based on investigation findings.
• Recommend settlement, repair, replacement, denial or escalation within the approved delegated authority matrix.
• Prepare settlement agreements, releases, payment requests and case summaries.
• Coordinate with Finance to ensure payments are accurate, approved, traceable and applied to the correct cost center.
• Operate within financial, legal, insurer and executive review requirements.

Guest Recovery and Brand Protection

• Serve as the primary claims contact for guests and claimants.
• Provide clear, calm and empathetic communication that supports fair resolution while protecting the resort's reputation and service standards.
• Handle sensitive, emotive, VIP or high-profile matters with discretion, consistency and confidentiality.
• Balance guest recovery with precedent, policy, legal and commercial considerations.

Cross-Functional Risk Management

• Partner with Security, Risk Management, Legal, Housekeeping, Front Office, Food and Beverage, Gaming and external stakeholders to secure evidence and resolve claims.
• Implement operational corrections that prevent claim recurrence.
• Liaise with insurers, loss adjusters, brokers, external counsel, contractors and local authorities.
• Ensure timely documentation, recovery action, subrogation support and audit readiness.

Policy, Reporting and Loss Prevention

• Own the guest claims policy, claims register, case files and standard operating procedures.
• Ensure compliance with company policy, insurance requirements, UAE law, data protection obligations and hospitality and gaming regulations.
• Produce executive and insurer reporting on claim volume, root causes, ageing, settlement values, recovery performance and reserve movement.
• Translate trends into practical loss-prevention recommendations for department heads.

Pre-Opening Readiness and Team Leadership

• Design and implement pre-opening claims processes, SOPs, escalation pathways, templates and training content.
• Establish cross-functional readiness standards before resort opening.
• Recruit, train, schedule and develop the guest claims administration team.
• Set clear service, documentation, confidentiality and response standards aligned with an ultra-luxury integrated resort environment.
• Perform other reasonable duties appropriate to the position as assigned by management.

Qualifications & Experience

• Bachelor's degree in business administration, law, insurance, risk management, finance or hospitality management.
• Professional insurance or claims qualification is an advantage.
• Minimum five years of experience in claims administration, risk management, insurance or guest relations.
• 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.
• Knowledge of hospitality and gaming regulatory requirements.

Skills & Competencies

• Confident user of Microsoft Excel, Word and Outlook.
• Experience with 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.

Additional 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.
• 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.