Concierge

Wynn Al Marjan Island; United Arab Emirates; On-site; AED 50,220 - 83,700; Full time

Job summary

Wynn Al Marjan Island is seeking a courteous Front Desk Guest Services Associate to handle incoming calls, assist guests with reservations and inquiries, and coordinate with departments to meet guest needs. You will provide information about hotel services, amenities and local attractions, manage wake-up calls and room service requests, and uphold Forbes Five Star standards.

The role is desk-based, primarily phone-driven, with shifts including weekends and evenings; fluency in English is

Qualifications

• Experience in 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.
• Prior experience and training with Forbes Travel Guide standards required.

Responsibilities

• Answer incoming calls promptly and professionally following brand standards.
• Assist guests with room reservations, service requests and general inquiries.
• Coordinate with internal departments to fulfill guest needs efficiently.
• Provide accurate information about hotel services, amenities and local attractions.
• Handle guest complaints or concerns with empathy and escalates when necessary.
• Maintain detailed records of calls, requests and follow-ups.
• Process wake‑up calls, room service orders and special arrangements.
• Ensure qualitative Forbes Five Star standards are delivered.
• Ensure confidentiality and security of guest information.
• Support front desk operations during peak hours or special events.
• Stay updated on property policies, promotions and procedures.

Skills

Call center experience

Customer service

Verbal communication

Multitasking

Phone etiquette

English fluency

Customer-focused attitude

Tools

Microsoft Office

Property management systems

Job description

Responsibilities

• Answer incoming calls promptly and professionally following brand standards.
• Assist guests with room reservations, service requests and general inquiries.
• Coordinate with internal departments to fulfill guest needs efficiently.
• Provide accurate information about hotel services, amenities and local attractions.
• Handle guest complaints or concerns with empathy and escalates when necessary.
• Maintain detailed records of calls, requests and follow-ups.
• Process wake‑up calls, room service orders and special arrangements.
• Ensure qualitative Forbes Five Star standards are delivered.
• Ensure confidentiality and security of guest information.
• Support front desk operations during peak hours or special events.
• Stay updated on property policies, promotions and procedures.

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.
• Prior experience and training with Forbes Travel Guide standards required.