At Your Service Agent - Hotel Franchised

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The At Your Service Agent handles guest calls and requests, provides accurate information, records service needs, and coordinates with departments such as housekeeping, engineering, food and beverage, and front office. Candidates should have previous hotel, guest service, telephone operator, or customer service experience, along with strong spoken English and good computer skills. Knowledge of additional languages is an advantage. The role requires a polite telephone manner, excellent communication, attention to detail, discretion, and the ability to remain calm while managing several requests. The successful candidate is expected to deliver prompt, professional, and personalised service in line with Accor and Grand Mercure standards, while maintaining accurate records and supporting a positive guest experience.

About the employer

Grand Mercure Dubai Downtown is an upscale hotel in Dubai operated under the Grand Mercure brand, part of Accor, one of the world's leading hospitality groups. Grand Mercure properties aim to combine international service standards with the character, heritage, and local experiences of their destinations. The Dubai Downtown hotel serves business and leisure travellers with accommodation, dining, guest services, and event facilities. Accor offers employees opportunities across hotel operations, including front office, housekeeping, food and beverage, engineering, and administration. The company places emphasis on hospitality, guest satisfaction, teamwork, professional development, and responsible tourism. Working at the hotel can provide experience in a multicultural environment and exposure to Dubai's competitive luxury and business-hotel market.

Working in United Arab Emirates

Although the United Arab Emirates is not an island, Dubai is a coastal city with an international, fast-paced lifestyle. Hospitality, tourism, aviation, retail, events, restaurants, and facilities management provide many job opportunities, particularly for candidates with English, customer-service, and hotel experience. UAE culture blends Emirati traditions with a large expatriate population; modest dress and respect for local customs are important, especially during Ramadan. Dubai offers modern housing, public transport, beaches, shopping, and extensive dining, but living costs can be high. Employers commonly sponsor work visas, medical checks, Emirates ID registration, and sometimes accommodation or transport. Do not work on a tourist visa. Before relocating, confirm salary, service charges, housing, meals, transport, insurance, annual leave, airfare, and contract terms. Recruitment fees should not normally be charged to candidates.