Command Center Agent - Front Office

Wynn Al Marjan Island; Ras Al Khaimah; Sur place; AED 50 000 - 78 000; Plein temps

Résumé du poste

Wynn Al Marjan Island is seeking a Command Center Agent – Front Office to join the resort’s Call Center team, handling guest calls, emails, and inquiries with Forbes Five-Star standards.

Applicants should have luxury hospitality experience, strong English communication, and a guest-centric mindset. Flexible shifts, including nights and weekends, are required; MS Office and Opera Cloud skills are a plus.

Qualifications

• Experience in Forbes Travel Guide or luxury hospitality is preferred.
• Experience in Call Center, Guest Relations or Front Office operations.

Responsabilités

• Answer incoming calls professionally according to brand and Forbes Five-Star standards.
• Respond to pre-arrival emails and guest communications with accuracy and personalization.
• Assist guests with room reservations, service requests, and inquiries.
• Coordinate with internal departments to fulfill guest requests promptly.
• Provide accurate information on hotel services, facilities and local attractions.
• Handle guest concerns and complaints with professionalism and empathy; escalate when needed.
• Log and track all guest interactions in the system.
• Process wake-up calls and special arrangements as required.
• Maintain confidentiality and security of guest information.
• Support Front Office during peak periods or events.
• Stay updated with property policies and promotions.
• Deliver service aligned with Forbes Five-Star and Wynn standards.

Connaissances

Exceptional communication

Fluent English

Guest service mindset

Multitasking

Phone etiquette

Outils

Microsoft Office

Opera Cloud

Description du poste

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 a Command Center Agent – Front Office to join the resort’s Front Office Call Center team.

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 escalated 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.

About You

• 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.

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 and 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.