Agent - Call Center Operations

Wynn Al Marjan Island; United Arab Emirates; On-site; AED 60,000 - 100,000; Full time

Benefits offered by this job

Salary in AED

Healthcare package

Incentive programs

Leave policy

Other employee benefits

Job summary

Wynn Al Marjan Island in the UAE is seeking an Agent to join the resort's Call Center Operations. The role focuses on delivering brand-aligned guest service across calls, reservations, and inquiries.

You will multitask across Rooms, Restaurants, Operator, and Theatre, maintain high communication standards, and uphold Forbes Five-Star service. Shift work including evenings and weekends is required. The position offers competitive salary paid in Dirhams (AED) and a comprehensive benefits package.

Qualifications

• Previous experience in a call center or customer service role is preferred.
• Strong verbal communication and listening skills.
• Ability to multitask 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.

Responsibilities

• Answer incoming calls promptly and professionally, following brand standards.
• Assist guests with room reservations, service requests, and general inquiries.
• Manage a variety of reservation and service-related requests across touchpoints.
• Maintain high standards of written and verbal communication.
• Support multiple operational functions within the call center as required.
• Multi-task across channels within the same shift and multi-skill across Rooms, Restaurants, Operator, Theatre.
• Coordinate with internal departments to deliver a seamless guest experience.
• Provide accurate information about hotel services, amenities, and local attractions.
• Handle guest complaints with empathy and escalate when necessary.
• Maintain detailed records of calls, requests, and follow-ups.
• Ensure accurate documentation across systems.
• Process wake-up calls, room service orders, and special arrangements.
• Ensure confidentiality and security of guest information.
• Uphold Forbes Five-Star standards in all interactions.
• Stay updated on property policies, promotions, and procedures.

Skills

Customer service experience

Verbal communication

Multitasking

Microsoft Office

Property management systems

English fluency

Phone etiquette

Tools

Microsoft Office

Property Management System

Job description

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.
• 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 escalat 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.
• 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.

We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE.

• excellent leave policy
• a healthcare package
• incentive programs
• 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.