Command Center Agent - Front Office

Wynn Al Marjan Island; Abu Dhabi; On-site; AED 78,000 - 123,000; Full time

Job summary

Wynn Al Marjan Island in Abu Dhabi Emirate seeks an experienced guest relations coordinator to support front office operations. You will handle calls, emails and guest inquiries, assist with reservations and service requests, and coordinate with internal departments to ensure seamless guest experiences.

The role emphasizes professional communication, confidential handling of guest data, and adherence to Forbes Five-Star and Wynn standards in a fast-paced luxury setting.

Qualifications

• Minimum 2 years of experience in Forbes Travel Guide or a luxury hospitality environment.
• Previous experience in a Call Center, Guest Relations, or Front Office operations.
• Excellent verbal and written communication skills with professional tone.
• Fluency in English; additional languages are highly desirable.

Responsibilities

• Answer incoming calls in a timely and professional manner in accordance with brand and Forbes Five-Star standards.
• Respond to pre-arrival emails and guest communications with accuracy and personalized attention.
• Assist guests with room reservations, service requests and general inquiries.
• Coordinate with internal departments to fulfill guest requests timely and seamlessly.
• Provide accurate information regarding hotel services, facilities and local attractions.
• Handle guest concerns and complaints with professionalism and empathy, escalate when needed.
• Log and track all guest interactions, requests and follow-ups in the system.
• Process wake-up calls, special arrangements and other guest service requests.
• Maintain confidentiality and security of guest information.
• Support Front Office operations during peak periods, events, or promotions.
• Stay updated with property policies, promotions and operational updates.
• Deliver service consistently in line with Forbes Five-Star and Wynn standards.

Skills

Communication

Multitasking

Guest service

Phone etiquette

Attention to detail

Shift work

Tools

Microsoft Office

Opera Cloud PMS

Job description

Responsibilities

• Answer incoming calls in a timely and professional manner in accordance with brand and Forbes Five-Star standards


• Respond to pre-arrival emails and guest communications with accuracy, efficiency and personalized attention


• Assist guests with room reservations, service requests and general inquiries


• Coordinate with internal departments to ensure timely and seamless fulfillment of guest requests


• Provide accurate and detailed information regarding hotel services, facilities and local attractions


• Handle guest concerns and complaints with professionalism and empathy, resolve or escalate appropriately


• Accurately log and track all guest interactions, requests and follow-ups in the system


• Process wake-up calls, special arrangements and other guest service requests as required


• Always maintain strict confidentiality and security of guest information


• Support Front Office operations during peak periods, activities or special events as required


• Remain up to date with property policies, procedures, promotions and operational updates


• Consistently deliver service in line with Forbes Five-Star and Wynn brand standards

Qualifications

• Minimum 2 years of experience in Forbes Travel Guide or a luxury hospitality environment is preferred


• Previous experience in a Call Center, Guest Relations, or Front Office operations


• Excellent verbal and written communication skills, with strong attention to tone, clarity, and professionalism


• Strong multitasking ability in a fast-paced, high-volume environment


• Proficiency in Microsoft Office and Hotel PMS (e.g., Opera Cloud)


• Fluency in English; additional languages are highly desirable


• Professional telephone etiquette with a strong guest-centric mindset


• Ability to work a flexible, shift-based schedule including weekends, nigh shifts, and public holidays


• Ability to remain seated for extended periods and handle continuous phone-based interaction


• Strong attention to detail and organizational skills