Agent - Call Center Operations

Wynn Al Marjan Island

About the Position:

Wynn Al Marjan Island is currently seeking an Agent to join the resort s Call Center Operations team.

The primary duties and responsibilities of this role are:

• 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 escalate when necessary.
• Maintain detailed records of calls, requests, and follow-ups.
• 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.
• Support front desk operations during peak hours or special events.
• Stay updated on property policies, promotions, and procedures.

About You:

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