At Your Service Agent - Hotel Franchised

About the role

Grand Mercure Business Bay, a 270-room premium hotel in Dubai's Business Bay district, is hiring an At Your Service Agent. The agent is the main point of contact for all guest communications and inquiries, combining the roles of Front Desk Agent, Receptionist, Guest Service Agent, Telephone Operator and Guest Relations. The position requires multitasking, a passion for hospitality and the flexibility to work rotating shifts across a 24/7 operation.

Key responsibilities

• Handle arrivals and departures, perform the full registration process and assign rooms
• Manage guest accounts, process payments and cash/credit transactions, and run bucket checks against guest folios
• Keep cash reports balanced and submit remittance envelopes to the cash vault
• Control room keys strictly and update due-out and discrepancy records with Housekeeping
• Speed up room turnover with Housekeeping and Guest Services, and deliver luggage
• Operate the telephone switchboard, handle wake-up calls, messages and emergency calls, and protect guest privacy
• Use Opera PMS, Messagebox and Alcatel to log requests and coordinate with departments
• Welcome guests by name, anticipate their needs, recommend dining and attractions, and handle complaints professionally
• Upsell room categories and packages, promote dining venues, and support sustainability initiatives
• Provide accessible and inclusive service to guests with disabilities and LGBTQ+ travelers
• Prepare guest lists, group resumes, VIP reports and daily business reports, complete daily checklists and attend shift briefings and handovers