At Your Service Agent - Hotel Guest Services

Accor Group; Dubai; On-site; AED 33,000 - 67,000; Full time

Job summary

Grand Mercure Business Bay, part of the Accor hospitality network in Dubai, seeks an At Your Service Agent for its Front Office team. You will welcome guests, handle registrations, coordinate room assignments and assist with inquiries, while coordinating with Housekeeping and Guest Services to ensure a smooth guest journey.

The role requires professional English proficiency and Arabic language skills, with on-site, full-time work arrangement in a busy hospitality environment.

Qualifications

• Minimum 1 year of hotel Front Office or Guest Relations experience.
• Professional English proficiency; Arabic language is required.
• On-site, full-time role in Dubai.

Responsibilities

• Welcome arriving guests professionally and provide attentive reception service.
• Complete guest registration, check-in and check-out procedures according to hotel standards.
• Verify reservations, collect guest information and assign rooms.
• Maintain accurate guest records in the property management system.
• Coordinate arrival and departure arrangements with relevant hotel departments.
• Assist guests with inquiries about hotel facilities, services and local attractions.
• Recognize returning guests and Accor loyalty members.
• Maintain a clean, organized and welcoming front desk and lobby environment.

Skills

English proficiency

Arabic language

Front desk experience

Guest relations

Education

Degree or diploma in Hospitality Management

Tools

Opera PMS

Property Management System

Job description

At Your Service Agent - Hotel Guest Services Job Snapshot - Role: At Your Service Agent - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Front Desk-Reception - Experience: Minimum 1 year of previous hotel experience in Front Office, Guest Relations or Telephone Operations preferred - Job Type: Full Time - Work Arrangement: On-site

Grand Mercure Business Bay, part of the Accor hospitality network, is seeking an enthusiastic and service-oriented At Your Service Agent to join its Front Office team in Dubai, United Arab Emirates. This position combines front desk reception, telephone operations and guest relations responsibilities. You will welcome guests, manage arrivals and departures, handle telephone inquiries, coordinate service requests and ensure that guest information and transactions are recorded accurately. As a key contact throughout the guest journey, you will work with Housekeeping, Guest Services and other hotel departments to resolve requests, recognize returning guests and provide personalized assistance. The role requires excellent communication skills, familiarity with hotel systems and the ability to manage multiple priorities in a busy hospitality environment. Professional English proficiency and Arabic language skills are required.

Job Details

• Country: United Arab Emirates


• City: Dubai


• Industry: Hospitality


• Function: Front Desk-Reception


• Salary: Not disclosed


• Gender: No Preference


• Candidate Nationality: Not specified


• Job Type: Full Time


• Work Arrangement: On-site

Key Responsibilities

• Welcome arriving guests professionally and provide attentive reception service.


• Complete guest registration, check-in and check-out procedures according to hotel standards.


• Verify reservations, collect required guest information and assign rooms.


• Maintain accurate guest records in the property management system.


• Coordinate arrival and departure arrangements with relevant hotel departments.


• Assist guests with inquiries about hotel facilities, services and local attractions.


• Recognize returning guests and Accor loyalty members whenever possible.


• Maintain a clean, organized and welcoming front desk and lobby environment.

Guest Accounts and Payment Handling

• Manage guest accounts and ensure financial transactions are recorded accurately.


• Process guest payments, including cash and credit transactions.


• Verify guest folios and supporting receipts through routine bucket checks.


• Review posted charges and identify discrepancies requiring correction.


• Prepare balanced cash reports at the end of each shift.


• Complete cash remittance procedures and submit envelopes to the designated cash vault.


• Maintain accurate transaction records and follow hotel financial procedures.


• Protect confidential guest and payment information.

Room Coordination and Departure Management

• Review daily arrival and departure information.


• Coordinate room readiness with the Housekeeping department.


• Update Due-Out and room discrepancy information as required.


• Monitor room queues and follow up on priority room requirements.


• Notify guests when their rooms are ready.


• Coordinate luggage delivery with Guest Services.


• Communicate room status changes to relevant colleagues.


• Support efficient room allocation and guest arrival procedures.

Telephone and Communication Services

• Operate the hotel telephone switchboard and handle incoming and outgoing calls.


• Answer guest inquiries clearly, courteously and promptly.


• Record and relay telephone messages accurately.


• Process wake-up call requests, confirming guest names, room numbers and requested times.


• Maintain accurate records of wake-up calls and communication requests.


• Handle emergency calls according to hotel safety and security procedures.


• Provide information about hotel facilities, services and local conditions.


• Maintain guest privacy and avoid disclosing confidential information without authorization.

Guest Relations and Service Recovery

• Act as a central contact for guest inquiries and service requests.


• Assist with restaurant recommendations, transportation arrangements and billing questions.


• Anticipate guest needs and offer appropriate assistance.


• Record guest feedback, complaints and requests in the designated systems.


• Coordinate with relevant departments to resolve service concerns.


• Take ownership of routine guest issues and refer complex matters to the Manager on Duty.


• Follow up with guests to confirm that reported concerns have been addressed.


• Conduct courtesy calls following arrival, before departure or after complaint resolution when directed.


• Maintain professional and courteous communication during busy periods.

Guest Recognition and Loyalty Services

• Recognize ALL Accor loyalty members and returning guests according to hotel procedures.


• Maintain accurate guest profiles and preference information in the property management system.


• Support loyalty programme enrollment and guest recognition activities.


• Communicate applicable loyalty benefits to eligible guests.


• Use available guest information to provide personalized service.


• Identify suitable opportunities to recommend room upgrades, packages and hotel services.


• Promote relevant hotel dining, entertainment and guest facilities.

Departmental Coordination and Reporting

• Use Opera PMS, Messagebox, Alcatel and designated communication platforms as required.


• Record guest requests and track outstanding service matters.


• Prepare guest name lists and review group resumes.


• Review VIP reports and daily business information.


• Attend shift briefings and departmental meetings.


• Complete daily operational checklists.


• Maintain clear and accurate shift handover records.


• Communicate important guest information to incoming colleagues.


• Coordinate effectively with Housekeeping, Guest Services and other operational departments.

Guest Security and Property Handling

• Follow hotel room key control and security procedures.


• Handle guest valuables and safe deposit box documentation according to established requirements.


• Receive and process guest mail, packages and messages.


• Protect confidential guest information.


• Follow emergency response and hotel safety procedures.


• Maintain awareness of security concerns and report relevant issues through appropriate channels.

Service Standards and Responsible Hospitality

• Deliver warm, respectful and professional service to every guest.


• Support accessible and inclusive hospitality for guests with different needs and backgrounds.


• Maintain awareness of Dubai 's cultural diversity and local hospitality expectations.


• Follow hotel grooming and professional appearance standards.


• Support responsible use of energy and water.


• Follow hotel waste management and sustainability practices.


• Promote appropriate hotel services and dining options when relevant.


• Perform additional duties assigned by the Front Office Manager or Duty Manager.

Qualifications and Experience

Education

• Degree or diploma in Hospitality Management is an advantage.

Professional Experience

• Minimum 1 year of previous hotel experience in Front Office, Guest Relations or Telephone Operations is preferred.


• Previous experience with hotel loyalty programmes and guest recognition is an advantage.


• Familiarity with guest registration, reservations and reception procedures is beneficial.


• Understanding of hotel guest service standards and departmental coordination.

Language Requirements

• Fluency in written and spoken English is essential.


• Arabic language proficiency is required.


• Ability to communicate professionally with international guests and colleagues.

Technical Skills

• Knowledge of hotel property management systems.


• Experience with Opera PMS is preferred.


• Familiarity with Microsoft Office applications.


• Knowledge of telephone switchboard systems.


• Ability to maintain accurate guest records and financial documentation.


• Confidence using hotel communication and guest request tracking systems.

Guest Service and Communication Skills

• Excellent interpersonal and communication abilities.


• Genuine interest in delivering memorable guest experiences.


• Ability to handle inquiries and complaints professionally.


• Strong listening and problem-solving skills.


• Confidence interacting with guests, colleagues and management.


• Ability to remain calm and courteous under pressure.


• Cultural sensitivity and respect for diverse guest backgrounds.

Organizational and Professional Competencies

• Ability to manage several guest requests and operational priorities simultaneously.


• Strong attention to detail in guest documentation and financial transactions.


• Good organizational and time-management skills.


• Reliable and responsible approach to assigned duties.


• Professional appearance and grooming in accordance with hotel policy.


• Positive attitude and commitment to teamwork.


• Ability to contribute effectively in a fast-paced hospitality environment.

Working Conditions

• Rotating shifts within a 24-hour hotel operation.


• Availability for early mornings, evenings, weekends and overnight shifts.


• Extended periods of standing and working at a computer terminal.


• Frequent interaction with guests and colleagues.


• Fast-paced working environment with changing service priorities.

About Grand Mercure Business Bay

Grand Mercure Business Bay is a 270-room premium hotel located on Al Abraj Street along Marasi Drive in Dubai 's Business Bay district. The hotel features four meeting rooms, a club lounge, five dining and entertainment venues, and an outdoor pool terrace overlooking the Business Bay skyline. The property combines contemporary hospitality with local cultural experiences and serves business and leisure travelers visiting Dubai. As part of Accor, Grand Mercure Business Bay promotes professional development, responsible hospitality and an inclusive working environment. The hotel welcomes diverse talent and encourages colleagues to contribute to memorable guest experiences through teamwork, personalized service and professional care.