Agent - Call Center Operations
Skills
About This Role
Overview
- About the Position:
- Wynn Al Marjan Island is currently seeking an Agent to join the resort s Call Center Operations team.
- The primary duties and responsibilities of this role are:
- 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.
- 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.
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