Agent - Call Center Operations
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Key skills for this role
About the Role
About Wynn Al Marjan Island: On schedule to open in the United Arab Emirates in 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination.
Key Skills for This Role
Responsibilities
- Answer incoming calls promptly and professionally, following brand standards
- Assist guests with room reservations, service requests, and general inquiries
- Coordinate with internal departments to fulfill guest needs efficiently
- Provide accurate information about hotel services, amenities, and local attractions
- Handle guest complaints or concerns with empathy and escalate when necessary
- Maintain detailed records of calls, requests, and follow ups
- Process wake up calls, room service orders, and special arrangements
- Ensure confidentiality and security of guest information
- Support front desk operations during peak hours or special events
Requirements
- Previous experience in a call center or customer service role preferred
- Strong verbal communication and listening skills
- Ability to multitask and work in a fast paced environment
- Proficiency in Microsoft Office and property management systems
- Fluency in English; additional languages are a plus
- Professional phone etiquette and customer focused attitude
Full Job Posting
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 listed below.
Key Responsibilities
- Answer incoming calls promptly and professionally, following brand standards.
- Assist guests with room reservations, service requests, and general inquiries.
- Coordinate with internal departments to fulfill guest needs efficiently.
- Provide accurate information about hotel services, amenities, and local attractions.
- Handle guest complaints or concerns with empathy and escalate when necessary.
- Maintain detailed records of calls, requests, and follow ups.
- 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.
- Support front desk operations during peak hours or special events.
- Stay updated on property policies, promotions, and procedures.
About You
- Previous experience in a call center or customer service role preferred.
- Strong verbal communication and listening skills.
- Ability to multitask and work in a fast paced environment.
- Proficiency in Microsoft Office and property management systems.
- Fluency in English; additional languages are a plus.
- Professional phone etiquette and customer focused attitude.
- Shift based schedule including weekends, holidays, and evenings.
- Primarily desk based with extended periods of phone use.
Benefits
- We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE.
- In addition, we offer an excellent leave policy, a healthcare package, incentive programs, and other employee benefits.
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