Call Center Agent – Guest Services

About the role

Wynn Al Marjan Island is looking for a Call Center Agent to join its Call Center Operations team, providing phone‑based guest services for the upcoming resort.

Key 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 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.
• Support front‑desk operations during peak hours or special events.
• Stay updated on property policies, promotions, and procedures.

Required profile

• Previous experience in a call centre or customer‑service role (preferred).
• Strong verbal communication and listening skills.
• Ability to multitask in a fast‑paced environment.
• Fluency in English; additional languages are a plus.
• Professional phone etiquette and a customer‑focused attitude.
• Willingness to work shift‑based schedules, including weekends, holidays and evenings.
• Desk‑based work with extended periods of phone use.

Required skills

• Proficiency in Microsoft Office.
• Experience with property management systems.

What we offer

• Attractive salary paid in United Arab Emirates Dirhams (AED).
• Excellent leave policy.
• Healthcare package.
• Incentive programmes and other employee benefits.