Guest Service Agent

About the role

The Guest Service Agent is the first point of contact for guests at Mercure Abu Dhabi Downtown. You will ensure a smooth, personalized arrival and departure experience while representing the brand’s hospitality standards.

Key responsibilities

• Welcome and check‑in guests, delivering a tailored arrival experience.
• Handle guest inquiries, requests, and concierge services promptly.
• Process check‑outs, manage billing, and ensure accurate financial transactions.
• Provide information on hotel amenities, local attractions, and services.
• Coordinate with internal departments to guarantee seamless guest experiences.
• Maintain a clean, organized front‑desk area and adhere to safety procedures.
• Participate in training sessions and team meetings to continuously improve service quality.

Required profile

• Excellent communication skills with a friendly, professional demeanor.
• Fluency in English and Arabic; additional languages are a plus.
• Strong customer‑service orientation and a passion for creating memorable experiences.
• Detail‑oriented, able to multitask in a fast‑paced environment.
• Collaborative team player with a positive attitude.
• Flexibility to work various shifts, including evenings, weekends, and holidays.
• High school diploma or equivalent; hospitality‑related degree is advantageous.

Required skills

• Proficiency with hotel management software, preferably Opera or similar POS systems.
• Basic computer skills and ability to learn new technologies quickly.