At Your Service Agent - Hotel Franchised

Grand Mercure Dubai Downtown - Job Description

About Grand Mercure Business Bay

Grand Mercure Business Bay is a 270-room premium hotel located on Al Abraj Street along Marasi Drive, in the heart of Dubai's Business Bay district. Rooted in the Grand Mercure brand ethos, the property celebrates "pride of place" through refined grandeur, cultural immersion, and heartfelt human connection. The hotel offers four versatile meeting rooms, a club lounge, five dining and entertainment venues, and an enhanced outdoor pool terrace overlooking the Business Bay skyline .

As part of Accor's internationally trusted portfolio, Grand Mercure Business Bay upholds world-class standards while celebrating the richness of the destination through authenticity, discovery, and cultural sensitivity. The hotel serves as a bridge between business efficiency and lifestyle-driven exploration for the modern global traveller .

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 .
• Support Accor's sustainability initiatives by conserving energy and water, managing waste responsibly, and promoting plant-forward dining options where applicable .
• Welcome every guest without exception, ensuring accessible and affirming experiences for guests with disabilities and LGBTQ+ travelers in line with Accor's inclusion commitments .
• Use the designated communication platform as the primary method for departmental coordination and guest request tracking .
• Prepare guest name lists and review all Group Resumes, VIP reports, and daily business reports .
• Complete daily checklists and effectively communicate pertinent information through shift handovers .
• Attend shift briefings, read handovers, and participate in departmental meetings .
• Maintain cleanliness and organization of the front desk and lobby areas .
• Ensure proper handling and documentation of guest valuables secured in hotel safe deposit boxes.
• Handle mail, packages, and messages according to established procedures .
• Perform any additional duties as assigned by the Front Office Manager or Duty Manager.

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 Arabic 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