Guest Service Agent

About the Company

Mercure is part of Accor, a global hospitality group that emphasizes individuality, continuous growth, and meaningful work. The organization encourages team members to bring their personality to work, learn every day, and contribute to a brand that aims to shape the future of hospitality. Its broader philosophy is centered on doing what you enjoy, caring about the world, and confidently challenging conventions.

Role Overview

The Guest Service Agent will be based in Abu Dhabi and will play a key front-office role in creating a smooth, welcoming, and efficient experience for hotel guests from arrival to departure.

Key Responsibilities

• Greet arriving guests and complete check-in procedures while ensuring the experience feels smooth and personalized.
• Respond quickly and effectively to guest questions, service needs, and special requests.
• Carry out check-out formalities and prepare billing with accuracy.
• Share useful details about hotel facilities, nearby attractions, and available services.
• Coordinate with multiple hotel departments on a daily basis to help deliver a seamless guest journey.
• Support concierge-related tasks by offering tailored recommendations and helping guests with their needs in a timely manner.
• Keep the front desk area neat, orderly, and presentable.
• Follow hotel standards, policies, and safety guidelines at all times.
• Take part in training programs and team discussions to improve service standards.

Requirements

• Strong verbal and written communication skills, along with a warm and professional manner.
• Fluency in English and Arabic is required; knowledge of other languages is an added advantage.
• A service-focused mindset and genuine interest in creating memorable guest experiences.
• Polished personal presentation, combined with courtesy and professionalism.
• Good attention to detail and the ability to manage several tasks in a busy environment.
• Positive team-oriented attitude and willingness to collaborate with others.
• Strong problem-solving ability to resolve guest concerns effectively.
• Comfort with hotel management systems, ideally Opera or a comparable POS platform.
• Basic computer literacy and ability to adapt quickly to new tools and systems.
• Willingness to work rotating shifts, including evenings, weekends, and public holidays.
• Knowledge of Brisbane City and nearby areas is expected for local recommendation support.
• High school diploma or an equivalent qualification is required; a hospitality-related degree is beneficial.
• Valid open manual driver’s license.
• Prior experience in hospitality or customer service is preferred.

Additional Information

This position is identified as Guest Service Agent for Mercure Abu Dhabi Downtown.

About Working Here

Accor promotes a workplace where employees are encouraged to grow, learn, and write their own career story while contributing to the company’s hospitality vision. The brand highlights purpose-driven work and opportunities to explore a wide range of possibilities within the organization.