Command Center Agent - Front Office

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 89,000 - 134,000; Full time

Benefits offered by this job

Healthcare package

Leave policy

Incentive programs

Job summary

Wynn Al Marjan Island is seeking a Command Center Agent – Front Office to join its luxury Front Office Call Center team in Ras Al Khaimah, UAE. You will handle guest calls, emails and requests with Forbes Five-Star standards, ensuring accurate information and timely service.

Ideal candidates have 2+ years in Forbes Travel Guide luxury hospitality or call center roles, fluent English, and proficiency in MS Office and Opera Cloud.

Qualifications

• Minimum 2 years in Forbes Travel Guide or luxury hospitality.
• Experience in Call Center, Guest Relations, or Front Office operations.
• Excellent verbal and written communication skills.

Responsibilities

• Answer incoming calls in a timely, professional manner per brand standards.
• Respond to pre-arrival emails and guest communications accurately and efficiently.
• Assist guests with room reservations, service requests and inquiries.

Skills

Verbal communication

Written communication

Multitasking

Guest-centric mindset

Telephone etiquette

Attention to detail

Confidentiality

Tools

MS Office

Opera Cloud

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

The primary duties and responsibilities of this role are:

• 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 escalat[e] 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:

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

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