At Your Service Agent

Grand Mercure Dubai Downtown, part of the Accor group, is hiring an At Your Service Agent for its hotel in Business Bay, Dubai, United Arab Emirates. If you are looking for front office jobs in Dubai where you can combine reception, guest relations and communications work in one varied role, this At Your Service Agent vacancy is hiring now and you can apply online through the official Accor careers link at the end of this post. It is one of the more distinctive Gulf jobs currently open in Dubai hospitality, because the position acts as the single point of contact for guests throughout their stay.

About the Role

The At Your Service Agent is the hotel’s central contact point for guests, bringing together front desk duties, telephone operator responsibilities and guest relations into one role. From the moment a guest arrives until the moment they leave, you are one of the main people making sure their stay runs smoothly. That means welcoming guests at reception, handling their requests by phone and in person, and following up until every matter is properly closed.

A typical shift can move quickly between check-ins, phone calls, guest messages, wake-up calls and problem-solving. You will use the hotel’s systems, including Opera PMS, to register guests, assign rooms, log requests and keep accurate records. When something goes wrong for a guest, you are expected to listen, act and follow up, turning complaints into resolved situations that protect the guest’s overall impression of the hotel.

Because Grand Mercure Dubai Downtown operates around the clock, the role runs on rotating shifts across a 24/7 operation. If you enjoy a role where no two hours are quite the same, and where your communication skills are used constantly, this position offers exactly that variety in the heart of Business Bay, close to Downtown Dubai.

The “At Your Service” concept exists because guests prefer dealing with one team that knows their stay, rather than being passed between departments. That makes follow-through the heart of this job: a request is only finished when the guest confirms they are happy, and a complaint is only closed when the guest feels it has been genuinely resolved. Agents who build that reputation for reliability are often the ones guests mention by name in reviews, and the ones managers trust with VIP arrivals and sensitive situations.

Key Responsibilities

– Handle guest check-in and check-out, including registration, room assignment and a friendly welcome and farewell at the front desk
– Process payments and other transactions accurately, and balance your cash reports at the end of each shift
– Operate the hotel switchboard, answer calls professionally, process wake-up calls and messages, and respond to emergency calls according to procedure
– Log, track and follow up guest requests using hotel systems such as Opera PMS, making sure nothing is missed
– Resolve guest complaints calmly and professionally, record feedback, and follow up afterwards to confirm the guest is satisfied
– Maintain accurate guest profiles and preferences so returning guests receive a more personalised service
– Promote the ALL Accor loyalty programme to guests and look for suitable upselling opportunities that enhance their stay

Requirements and Qualifications

– Fluent English is essential for this role
– Additional languages are expected, and the official listing states that Arabic in particular is a must
– A minimum of one year of hotel experience in Front Office, Guest Relations or Telephone Operations is preferred
– Knowledge of Opera PMS is preferred
– A hospitality degree or diploma is an asset
– Willingness to work rotating shifts in a 24/7 operation, including nights, weekends and early mornings
– A confident telephone manner, strong guest-handling skills and the ability to stay composed under pressure

This role suits front office professionals who already have some hotel experience and want broader responsibility than a single-function desk job. Guest relations officers, receptionists and telephone operators who speak Arabic alongside fluent English will find their skills particularly well matched here. It also suits candidates who are serious about building a front office career with an international group, where strong performers can progress toward supervisory and duty manager positions.

About the Company

Grand Mercure is one of Accor’s premium hotel brands, designed to reflect the culture and character of each destination while delivering consistent international standards. Accor itself is one of the largest hospitality groups in the world, with a portfolio spanning luxury, premium, midscale and economy brands in more than a hundred countries. Grand Mercure Dubai Downtown is located in Business Bay, a busy commercial district next to Downtown Dubai, serving both business travellers and tourists visiting the city’s best-known attractions.

Working in Dubai

Dubai’s hospitality sector is one of the largest employers in the city, and front office jobs in Dubai are available across hundreds of hotels serving business travellers, tourists and major events throughout the year. Hospitality teams in the city are highly international, and English is the standard working language, with Arabic and other languages valued for guest-facing roles. Salaries in the UAE are generally paid without income tax, and Dubai offers modern infrastructure, an extensive metro network and a large, established expatriate community, which is why so many hospitality professionals choose to build their Gulf careers here.

Front office experience in a Dubai hotel is also a strong foundation for long-term career growth in the Gulf. The skills you build in guest relations, hotel systems and complaint handling transfer directly to hotels in Abu Dhabi, Sharjah, Doha and other regional cities, and international groups frequently promote proven agents into supervisory roles or move them between properties. Living in Dubai puts you close to a wide range of neighbourhoods, public beaches, shopping districts and cultural attractions, and many hospitality workers find the city’s year-round events calendar keeps both work and free time busy.

Salary and Benefits

Accor has not published a salary for this At Your Service Agent position on its official listing. Pay and benefits details for the successful candidate will be confirmed by the employer during the recruitment process, so candidates should raise the full package with the hotel’s human resources team when they are contacted.

How to Apply

To apply for this At Your Service Agent vacancy, use the official Accor careers link below. It takes you directly to the employer’s application page for Job ID 113944, where you can register on the Accor careers portal and submit your application to Grand Mercure Dubai Downtown.

Apply here (official employer page): https://careers.accor.com/global/en/job/at-your-service-agent-hotel-franchised-in-grand-mercure-dubai-downtown-dubai-united-arab-emi-jid-113944

GulfCareers.ae is not the employer and never charges applicants a fee. Apply only through the official employer link in this post.