Agent - Call Center Operations

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 45,000 - 67,000; Full time

Benefits offered by this job

Salary in AED

Healthcare package

Leave policy

Incentive programs

Job summary

Wynn Al Marjan Island is seeking a Call Center Agent to join the resort’s Operations team in Ras Al Khaimah. You will handle guest inquiries across calls, email, and digital channels, assist with reservations, and maintain brand-aligned communication.

The role requires strong English communication, the ability to multitask, and flexibility to work weekends/evenings in a fast-paced hospitality environment.

Qualifications

• Experience in a call center or customer service role preferred.
• Strong verbal communication and listening skills.
• Ability to multitask in a fast-paced environment.
• Proficient in MS Office and property management systems.
• Fluency in English; additional languages are a plus.

Responsibilities

• Answer incoming calls promptly and professionally, following brand standards.
• Handle guest interactions across channels including calls, email, and digital platforms.
• Assist guests with room reservations, service requests, and general inquiries.
• Manage a variety of reservation and service-related requests across different touchpoints.
• Maintain high standards of written and verbal communication aligned with brand tone.
• Coordinate with internal departments to deliver seamless guest experience.
• Provide accurate information about hotel services, amenities, and local attractions.
• Handle guest complaints with empathy and solution-oriented thinking.

Skills

Verbal communication

Multitasking

Customer service

Phone etiquette

Fast-paced environment

Tools

MS 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 the resort’s Call Center Operations team.

Responsibilities

• 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 escalated 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.
• 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.

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 s seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.