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, register guests, verify reservations and assign rooms
• Manage guest accounts, process payments and cash, and run bucket checks against folios
• Keep cash reports balanced, control room keys and update due-out and discrepancy records with Housekeeping
• 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
• Follow Accor's inclusion commitments, welcome guests with disabilities and LGBTQ+ travelers, and ensure accessible experiences
• Prepare guest lists, group resumes and VIP reports, complete daily checklists, attend briefings and keep the front desk and lobby tidy
• Handle valuables, mail and packages, and perform other duties assigned by the Front Office Manager or Duty Manager

Required profile

• Degree or diploma in Hospitality Management is an asset
• Minimum of 1 year of hotel experience in Front Office, Guest Relations or Telephone Operations preferred
• Fluency in English (written and spoken) is essential; Arabic is a must
• Experience with hotel loyalty programs and guest recognition is an asset
• Willingness to work rotating shifts, including nights, weekends and early mornings

Required skills

• Knowledge of Property Management Systems (Opera preferred)
• Microsoft Office applications and telephone switchboard systems
• Strong communication, problem-solving and analytical skills
• Professional appearance and grooming in line with hotel policy