Command Center Agent - Front Office

Responsibilities

• Answer incoming calls in a timely and professional manner in accordance with brand and Forbes Five-Star standards
• Respond to pre-arrival emails and guest communications with accuracy, efficiency and personalized attention
• Assist guests with room reservations, service requests and general inquiries
• Coordinate with internal departments to ensure timely and seamless fulfillment of guest requests
• Provide accurate and detailed information regarding hotel services, facilities and local attractions
• Handle guest concerns and complaints with professionalism and empathy, resolve or escalate appropriately
• Accurately log and track all guest interactions, requests and follow-ups in the system
• Process wake-up calls, special arrangements and other guest service requests as required
• Always maintain strict confidentiality and security of guest information
• Support Front Office operations during peak periods, activities or special events as required
• Remain up to date with property policies, procedures, promotions and operational updates
• Consistently deliver service in line with Forbes Five-Star and Wynn brand standards

• Minimum 2 years of experience in Forbes Travel Guide or a luxury hospitality environment is preferred
• Previous experience in a Call Center, Guest Relations, or Front Office operations
• Excellent verbal and written communication skills, with strong attention to tone, clarity, and professionalism
• Strong multitasking ability in a fast-paced, high-volume environment
• Proficiency in Microsoft Office and Hotel PMS (e.g., Opera Cloud)
• Fluency in English; additional languages are highly desirable
• Professional telephone etiquette with a strong guest-centric mindset
• Ability to work a flexible, shift-based schedule including weekends, nigh shifts, and public holidays
• Ability to remain seated for extended periods and handle continuous phone-based interaction
• Strong attention to detail and organizational skills