Call Center Operations Agent

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 regarding hotel services, amenities, and local attractions
• Handle guest complaints or concerns with empathy and escalate 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 at all times

Requirements

• Previous experience in a call center or customer service role preferred
• Strong verbal communication and listening skills
• Ability to multitask and work effectively 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 a customer-focused attitude
• Availability to work a shift-based schedule, including weekends, holidays, and evenings

Benefits

• Attractive salary paid in local currency (AED)
• Excellent leave policy
• Comprehensive healthcare package
• Incentive programs and other employee benefits

About the Company

Wynn Al Marjan Island is an upcoming opulent and entertaining beachside destination in the United Arab Emirates. Scheduled to open in 2027, this integrated resort will feature 1,530 rooms and suites, 22 restaurants and lounges, a theatre, a nightclub, and a five-star spa, offering a world-class experience for discerning guests.