Agent - Call Center Operations
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Key skills for this role
About the Role
The role involves answering calls, assisting guests, coordinating services, and maintaining records, requiring strong communication skills and customer service experience.
Key Skills for This Role
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Overview
- 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.
- 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.
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