Agent - Call Center Operations

Job Description

About Wynn Al Marjan Island:
On schedule to open in the United Arab Emirates in 2027, Wynn Al Marjan Island has been created as an opulent and entertaining beachside destination for discerning guests to play and relax. Located less than 50 minutes from Dubai International Airport, this integrated resort offering 1,530 rooms and suites, 22 restaurants and lounges, a theatre, nightclub, and five-star spa is currently under construction on a picturesque island that gracefully curves into the Arabian Gulf.

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

• 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 elevate 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.

• 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.

We offer an attractive salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer an excellent leave policy, a healthcare package, incentive programs, and other employee benefits. The result is a package that makes this role highly attractive to outstanding applicants seeking a career with Wynn Resorts, among the most renowned and celebrated brands in the global hospitality industry.