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Agent - Call Center Operations
وصف الوظيفة
Wynn Al Marjan Island is currently seeking an Agent to join the resort’s Call Center Operations team. The role involves answering incoming calls professionally, assisting guests with reservations and inquiries, and ensuring qualitative Forbes Five Star standards are delivered.
المسؤوليات
- 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 qualitative Forbes Five Star standards are delivered
- Stay updated on property policies, promotions, and procedures
المؤهلات
- 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