Agent - Call Center Operations

Wynn Al Marjan Island; Dubai; On-site; AED 50,000 - 84,000; Full time

Benefits offered by this job

Healthcare package

Incentive programs

Leave policy

Job summary

Wynn Al Marjan Island is seeking an Agent to join the resort’s Call Center Operations team in the UAE. You will handle guest interactions across calls, email, and digital channels, assist with room reservations and service requests, and maintain high-quality service while adapting to various functions within the center.

The role requires strong English communication, multitasking ability, and experience in customer service.

Qualifications

• 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.
• Shift-based schedule including weekends, holidays, and evenings.
• Primarily desk-based with extended periods of phone use.

Responsibilities

• Answer incoming calls promptly and professionally, following brand standards.
• Handle guest interactions across calls, email, and digital platforms.
• Assist guests with room reservations, service requests, and inquiries.
• Manage reservation and service-related requests across touchpoints.
• Maintain written and verbal communications with clarity and brand tone.
• Support multiple operational functions within the call center as required.
• Multi-skill across Rooms, Restaurants, Operator, Theatre; maintain certifications.
• Coordinate with internal departments to deliver seamless guest experiences.
• Provide accurate information about hotel services, amenities, and local attractions.
• Handle complaints with professionalism, empathy, and solution orientation.
• Maintain detailed records of calls, requests, and follow-ups.
• Ensure documentation across systems is accurate.
• Process wake-up calls, room service orders, and special arrangements.
• Ensure confidentiality and security of guest information.
• Deliver Forbes Five-Star standards in all guest interactions.
• Support front desk operations during peak hours or events.
• Stay updated on property policies, promotions, and procedures.

Skills

Verbal communication

Multitasking

Customer service oriented

Tools

Microsoft Office

Property Management Systems

Job description

Job Description:

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 theresort’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 deliveredin all guest interactions.
• Support front desk operations during peak hours or special events.
• Stay updated on property policies, promotions, and procedures.

About You:

The ideal candidate for this position will have the following experience and qualifications:

• 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.

About Wynn Al Marjan Island’s 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. The result is a package that makes this role highly attractive to outstanding applicant'sseeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.

Requirements: