Service Agent - Hotel Franchised

Company Description

Joinus at Accor,wherelife pulseswithpassion!

As apioneerin the art ofresponsiblehospitality, the Accor Groupgathersmorethan
45 brands, 5,600hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.

Whileeachbrand hasitsownpersonality,whereyouwillbeable totrulyfindyourself,theyallshareacommonambition: tokeepinnovatingandchallengingthestatus-quo.

Byjoiningus,youwillbecomea

Heartist®,becausehospitalityis, first and foremost, aworkofheart.

Youwilljoinacaringenvironmentand a teamwhereyoucanbeallyouare. Youwillbein asupportiveplace togrow, tofulfilyourself, todiscoverotherprofessions and topursuecareeropportunities, inyourhotelor inotherhospitalityenvironments, inyourcountry oranywherein the world!

Youwillenjoyexclusivebenefits,specific to thesectorandbeyond, aswellasstrongrecognition foryourdailycommitment.

Everythingyouwilldowithus,regardlessofyourprofession,willofferadeepsenseofmeaning, tocreatelasting,memorableandimpactfulexperiencesforyourcustomers,foryourcolleaguesand for theplanet.

Hospitalityisaworkofheart,
Joinus andbecomea

Heartist®.

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,…