Job Description

Join Our Prestigious Team

Are you a hospitality professional with a passion for delivering exceptional guest experiences? Grand Mercure Hotel Business Bay, is seeking a dedicated and enthusiastic At Your Service Agent to become the welcoming face of our establishment. If you thrive in a dynamic environment and excel in guest service, we invite you to apply.

Previous experience within Accor hotels will be a significant advantage.

Position Overview

As an At Your Service Agent, you will serve as the vital first and last point of contact for our guests. You will embody the values of the Accor group and Grand Mercure brand, ensuring every interaction is seamless, personalized, and memorable. Your role is crucial in managing the guest journey from pre-arrival to post-departure, upholding our standards of luxury and service excellence.

Key Responsibilities

Warmly greet, check-in, and check-out guests with efficiency and a personalized touch, adhering to Accor's Heartist service standards. Handle all guest inquiries, requests, complaints, and billing questions promptly and professionally, finding effective solutions to ensure complete satisfaction. Escort guests to their rooms and provide a knowledgeable overview of in-room amenities, hotel facilities, and services. Process all payment types accurately (cash, credit card, foreign exchange, digital wallets) and maintain impeccable float management. Provide knowledgeable recommendations and arrange reservations for dining, tours, transportation, and local attractions. Utilize hotel management systems,

specifically Opera PMS

, to update guest profiles, manage reservations, and ensure accurate billing. Maintain detailed and accurate shift logs, handover reports, and daily activity records. Manage the switchboard: answer, screen, and forward calls professionally; handle guest wake-up calls and message delivery. Complete all required administrative tasks, including cashier reports, guest history updates, and trace filing. Actively promote and enroll guests into the

ALL - Accor Live Limitless

loyalty program, explaining benefits and tiers to drive membership growth. Leverage knowledge of ALL program benefits to enhance the guest experience for members. Coordinate seamlessly with all hotel departments (Housekeeping, Maintenance, Food & Beverage, Sales) to fulfill guest requests and ensure operational readiness. Handle VIP, ALL Platinum members, and guests with special requests with heightened care and discretion, preparing amenities and facilitating personalized experiences. Uphold and execute all Accor brand standards, safety protocols, and emergency procedures. Actively collect guest feedback and share insights with the direct manager to continuously improve service. Assist in maintaining the cleanliness and organization of the front desk and back-office areas. Support night audit procedures as required. Participate in training sessions and departmental meetings. Perform any other duties as assigned by the Front Office Management team.

Qualifications & Experience

Minimum of a high school diploma; a diploma or degree in Hospitality Management or a related field is preferred.

Essential:

1-2 years of experience in a front desk, At Your Service Agent, or customer service role within the hospitality industry.

A Distinct Advantage:

Proven previous experience working within any

Accor

hotel brand. Experience in a luxury or upscale hotel environment is beneficial. Must be fluent in English (verbal and written). Proficiency in

Arabic

or additional languages is highly advantageous.

Mandatory proficiency

in hotel Property Management Systems, preferably

Opera PMS

. Strong computer skills (MS Office, email). Exceptional communication and interpersonal skills with a warm, approachable, and professional demeanor. Outstanding problem-solving abilities and a proactive "can-do" attitude. Ability to multitask, prioritize, and remain calm and courteous under pressure. High level of cultural sensitivity and guest empathy. Impeccable personal presentation and grooming. A genuine passion for hospitality and creating memorable guest experiences.
Job Type: Full-time

Pay: AED1,450.00 - AED1,500.00 per month

Experience:

customer service: 1 year (Required) hotel and front office: 1 year (Required)
Language:

* Arabic (Required)