Command Center Agent - Front Office

Role Overview

Command Center Agent – Front Office at Wynn Al Marjan Island, located in Ras Al Khaimah, UAE.

Company Overview

Wynn Al Marjan Island will be the first integrated resort in the UAE, set to open in 2027, 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.

Role Purpose

The Command Center Agent – Front Office supports the Front Office Call Center team by handling incoming guest communications, managing reservations and service requests, and delivering Forbes Five-Star hospitality standards across all guest touchpoints.

Key Responsibilities

Guest Communications

• 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.
• Provide accurate and detailed information regarding hotel services, facilities, and local attractions.

Guest Services & Reservations

• Assist guests with room reservations, service requests, and general inquiries.
• Process wake-up calls, special arrangements, and other guest service requests as required.
• Coordinate with internal departments to ensure timely and seamless fulfillment of guest requests.

Issue Resolution

• Handle guest concerns and complaints with professionalism and empathy; resolve or escalate appropriately.

Operations & Administration

• Accurately log and track all guest interactions, requests, and follow-ups in the system.
• 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.
• Maintain strict confidentiality and security of guest information.
• Consistently deliver service in line with Forbes Five-Star and Wynn brand standards.

Qualifications & Experience

• Minimum 2 years of experience in Forbes Travel Guide or luxury hospitality environment preferred.
• Previous experience in Call Center, Guest Relations, or Front Office operations.

Skills & Competencies

• 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 such as Opera Cloud.
• Fluency in English; additional languages highly desirable.
• Professional telephone etiquette with a strong guest-centric mindset.
• Strong attention to detail and organizational skills.
• Ability to remain seated for extended periods and handle continuous phone-based interaction.

Additional Information

• Ability to work a flexible, shift-based schedule including weekends, night shifts, and public holidays.
• Salary paid in Dirhams (AED), the local currency of the UAE.
• Excellent leave policy, healthcare package, and incentive programs.
• Additional employee benefits included.