Agent - Call Center Operations

About Wynn Al Marjan Island: Wynn Al Marjan Island will be the first integrated resort in the UAE.

Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah.

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.

About the Position: Wynn Al Marjan Island is currently seeking an Agent to join the resort’s Call Center Operations team.

The primary duties and responsibilities of this role are: Answer incoming calls promptly and professionally, following brand standards.

Handle guest interactions across multiple communication channels including calls, email, and digital platforms, ensuring consistent service standards.

Assist guests with room reservations, service requests, and general inquiries.

Manage a variety of reservation and service-related requests, demonstrating flexibility across different guest touchpoints.

Maintain a high standard of written and verbal communication, ensuring clarity, professionalism, and brand-aligned tone across all channels Demonstrate adaptability by supporting multiple operational functions within the call center environment as required.

Demonstrate ability to multi-task across channels within the same shift and multi-skill across functions (Rooms, Restaurants, Operator, Theatre), maintain certifications and consistent service standards.

Coordinate effectively with internal departments to deliver seamless guest experience.

Provide accurate information about hotel services, amenities, and local attractions.

Handle guest complaints or concerns with professionalism, empathy, solution-oriented thinking and escalate when necessary.

Maintain detailed records of calls, requests, and follow-ups.

Ensure accurate documentation of guest interactions, requests, and follow-ups across systems.

Process wake-up calls, room service orders, and special arrangements.

Ensure confidentiality and security of guest information.

Ensure qualitative Forbes Five-Star standards are delivered in all guest interactions.

Support front desk operations during peak hours or special events.