At Your Service Agent

Accorhotel; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Grand Mercure Business Bay in Dubai seeks an At Your Service Agent to be the primary contact for guest communications, arrivals, and departures. This role merges front desk, guest relations, and telephone operations to ensure seamless experiences from check-in to check-out.

You will log requests in Opera PMS, uphold Accor brand standards, and deliver personalized recommendations while working rotating shifts in a 24/7 operation.

Qualifications

• Degree or Diploma in Hospitality Management is an asset
• Minimum 1 year hotel front desk/guest relations/telephone operations experience preferred
• Fluency in English (written and verbal) essential
• Arabic language skills strongly required
• Knowledge of Opera PMS, Microsoft Office, and telephone switchboards beneficial

Responsibilities

• Execute daily arrival and departure functions per Accor standards
• Complete guest registration including data, reservations, and room assignment
• Manage guest accounts, process payments and maintain accurate records
• Handle wake-up calls, messages, and guest communications accurately
• Operate hotel telephone switchboard and coordinate with departments for guest needs
• Upsell room categories, packages, and hotel services to boost revenue
• Maintain guest privacy and update profiles in the PMS
• Ensure security of keys and proper handling procedures

Skills

Multitasking

Guest service

Communication

Arabic language

English language

Professional appearance

Team player

Problem solving

Education

Degree or Diploma in Hospitality Management

Tools

Opera PMS

Alcatel

Microsoft Office

Job description

Position Overview

The At Your Service Agent serves as the primary point of contact for all guest communications and inquiries at Grand Mercure Business Bay This multifaceted role combines the responsibilities of Front Desk Agent Receptionist Guest Service Agent Telephone Operator and Guest Relations ensuring seamless guest experiences from arrival through departure The successful candidate will embody Accor s commitment to treating every guest as a Guest Star delivering personalized attention and tailored service regardless of guest profile This position requires exceptional multitasking abilities a passion for hospitality and the flexibility to work rotating shifts across a 24 7 operation

Key Responsibilities

• Execute daily arrival and departure functions for guests in accordance with Grand Mercure service standards and Accor brand guidelines
• Perform the complete registration process including obtaining guest data verifying reservations and assigning rooms according to established procedures
• Manage guest accounts process payments handle cash and credit transactions and ensure accurate documentation of all financial interactions
• Conduct bucket checks against guest folios to verify accurate charge posting and proper attachment of supporting receipts
• Ensure balanced cash reports at the end of each shift with remittance envelopes properly submitted to the cash vault
• Maintain strict control of room keys enforce key handling procedures and ensure maximum security at all times
• Handle Due-Out and Discrepancy updating in coordination with the Housekeeping Department
• Review room queues and work with Housekeeping to expedite room turnover reaching out to guests when rooms are ready and coordinating luggage delivery with Guest Services
• Operate the hotel s telephone switchboard and manage all incoming and outgoing calls with professionalism and efficiency
• Process wake-up call requests accurately documenting guest names room numbers and requested times with verification confirmation
• Receive record and relay messages accurately and promptly ensuring timely delivery to guests and departments
• Handle emergency calls efficiently following established safety and security protocols
• Demonstrate complete knowledge of hotel facilities services local conditions and current events to provide accurate information to callers
• Maintain guest privacy by ensuring no guest details are disclosed without proper authorization
• Utilize communication systems including Opera PMS Messagebox and Alcatel to log requests track issues and coordinate with relevant departments
• Deliver the warmest of welcomes to all guests acknowledging ALL Accor loyalty members and returning guests by name whenever possible
• Anticipate guest needs and offer tailored recommendations for dining entertainment and local attractions within Business Bay and Dubai
• Act as the guest s trusted contact assisting with everything from billing inquiries to restaurant recommendations and transportation arrangements
• Handle guest complaints professionally taking ownership of resolution or escalating to the Manager on Duty when necessary
• Document all guest feedback requests and complaints immediately in the appropriate systems coordinating with relevant departments to ensure prompt resolution
• Follow up with guests to confirm resolution and ensure complete satisfaction with their experience
• Conduct daily courtesy calls to guests as directed including post-arrival pre-departure and post-complaint follow-up
• Update guest profiles with preferences and maintain an efficient current guest history database within the PMS
• Drive enrollment and recognition of ALL Accor members ensuring their benefits are delivered consistently ALL Accor represents one of the world s most engaging loyalty programs with over 100 million members and every guest whether a global icon or everyday traveller deserves to be treated as a Guest Star
• Identify opportunities to enhance guest experiences through thoughtful upselling of room categories packages and hotel services contributing to revenue maximization
• Maintain comprehensive knowledge of all hotel dining venues including Mediterranean Muse the club lounge and other facilities actively promoting them to guests

Qualifications

• Degree or Diploma in Hospitality Management is an asset
• Minimum of 1 year previous hotel experience in Front Office Guest Relations or Telephone Operations is preferred Experience with hotel loyalty programs and guest recognition is an asset
• Fluency in English written and verbal is essential
• Additional languages particularly strong Arabic strong is a must
• Knowledge of Property Management Systems Opera preferred Microsoft Office applications and telephone switchboard systems
• Outstanding interpersonal and communication skills with the ability to interact professionally with guests colleagues and management
• Proven capacity to manage multiple priorities and guest requests simultaneously without compromising service quality
• Strong analytical and problem-solving skills with the ability to remain calm professional and courteous under pressure
• Highly organized and results-oriented with a commitment to accuracy in financial transactions and guest documentation
• Willingness and ability to work rotating shifts including evenings weekends early mornings and overnight hours
• Genuine passion for guest service and creating memorable experiences
• Cultural sensitivity and appreciation for the local heritage and diversity of Dubai and the UAE
• Professional appearance and grooming standards in accordance with hotel policy
• Collaborative team player who supports colleagues and contributes to a positive work environment
• Reliable responsible and committed to maintaining high performance standards