Multi-Channel Guest Services Agent

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 47,000 - 71,000; Full time

Benefits offered by this job

Salary paid in Dirhams (AED)

Healthcare package

Leave policy

Incentive programs

Job summary

Wynn Al Marjan Island is seeking an Agent to join its Call Center Operations team in Ras Al Khaimah. You will handle guest inquiries via calls, email, and digital channels, assist with room reservations, and ensure high-quality service across touchpoints.

Strong communication skills and multitasking ability are essential, along with proficiency in Microsoft Office and property management systems. Weekend/evening shifts are required, with a desk-based, phone-heavy workload.

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.
• 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.
• Handle guest interactions across multiple channels including calls, email, and digital platforms, ensuring consistent service standards.
• Assist guests with room reservations, service requests, and general inquiries.
• Manage a variety of reservation and service-related requests, demonstrating flexibility across different guest touchpoints.
• Maintain a high standard of written and verbal communication, ensuring clarity, professionalism, and brand-aligned tone across all channels.
• Demonstrate adaptability by supporting multiple operational functions within the call center environment as required.
• Demonstrate ability to multi-task across channels within the same shift and multi-skill across functions (Rooms, Restaurants, Operator, Theatre), maintain certifications and consistent service standards.
• Coordinate effectively with internal departments to deliver seamless guest experience.
• Provide accurate information about hotel services, amenities, and local attractions.
• Handle guest complaints or concerns with professionalism, empathy, solution-oriented thinking and elevate when necessary.
• Maintain detailed records of calls, requests, and follow-ups.
• Ensure accurate documentation of guest interactions, requests, and follow-ups across systems.
• Process wake-up calls, room service orders, and special arrangements.
• Ensure confidentiality and security of guest information.
• Ensure qualitative Forbes Five Star standards are delivered in all guest interactions.
• Support front desk operations during peak hours or special events.
• Stay updated on property policies, promotions, and procedures.

Skills

Verbal communication

Multitasking

Customer service

Microsoft Office

Phone etiquette

English fluency

Tools

Property management systems

Job description

Wynn Al Marjan Island is seeking an Agent to join its Call Center Operations team in Ras Al Khaimah. You will handle guest inquiries via calls, email, and digital channels, assist with room reservations, and ensure high-quality service across touchpoints.

Strong communication skills and multitasking ability are essential, along with proficiency in Microsoft Office and property management systems. Weekend/evening shifts are required, with a desk-based, phone-heavy workload.