Summary
Wynn Al Marjan Island is recruiting a Command Center Agent for its Front Office Call Center team at its resort in Ras Al Khaimah, UAE. The role handles calls, pre-arrival emails, reservations, guest requests and inquiries, and coordinates with internal departments while recording interactions and protecting guest information. Candidates should have call center, guest relations or front office experience; at least 2 years in luxury hospitality or a Forbes Travel Guide environment is preferred. The role requires English fluency, Microsoft Office and hotel PMS proficiency, and flexibility for shifts, weekends, nights and public holidays; salary is paid in AED, with benefits including leave and healthcare.
The posting
As published on wynnalmarjanisland.com. Pulled from the employer's site and shown as they wrote it.
About Wynn Al Marjan Island:
Wynn Al Marjan Island will be the first integrated resort in the UAE. Set to open in 2027, the resort will be located 50 miles from Dubai International Airport in the emirate of Ras Al Khaimah. The resort will offer 1,530 rooms and suites, 22 restaurants, lounges, and bars, a theater, and a beach club. It will feature multiple swimming and wading pools, a five-star spa, a salon, a shopping promenade, and a celebrations and events center.
About the Position:
Wynn Al Marjan Island is currently seeking a Command Center Agent – Front Office to join the resort’s Front Office Call Center team.
The primary duties and responsibilities of this role are:
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.
About You:
The ideal candidate for this position will have the following experience and qualifications:
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.
About Wynn Al Marjan Island’s Benefits:
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 and 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.