Five-Star Resort Call Center Agent

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 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.