Call Center Agent – Guest Services

About the role

Wynn Al Marjan Island is seeking a proactive Call Center Agent to join its Guest Services team. You will be the first point of contact for guests, handling inquiries and reservations across multiple communication channels.

Key responsibilities

• Answer incoming calls promptly and professionally, adhering to brand standards.
• Respond to guest emails and digital messages, providing accurate information about hotel services, amenities, and local attractions.
• Assist guests with room reservations, service requests, wake‑up calls, room‑service orders and special arrangements.
• Maintain detailed records of calls, requests and follow‑ups in the property management system.
• Handle guest complaints with empathy, propose solutions and escalate when necessary.
• Coordinate with internal departments to ensure seamless guest experiences.
• Support front‑desk operations during peak periods or special events.

Required profile

• Previous experience in a call‑center or customer‑service environment is preferred.
• Strong verbal communication, active listening and professional phone etiquette.
• Ability to multitask in a fast‑paced setting and work shift‑based schedules, including weekends and holidays.
• Fluency in English; additional languages are a plus.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using property management systems.