Airport Guest Service Agent

Job Post Summary

Mercure Gold Hotel Dubai is looking for an experienced and customer-focused Airport Agent to join our team.

The ideal candidate should have previous experience in airport customer service, airport hospitality, airline ground handling, airport transfers, or a similar airport-facing role, with a strong understanding of airport procedures and guest handling.

Job Responsibilities

  • Represent Mercure Gold Hotel professionally at the airport and provide a warm welcome to arriving guests.
  • Assist hotel guests with airport arrival and departure arrangements.
  • Coordinate airport transfers, pick-ups and drop-offs efficiently.
  • Monitor flight arrival and departure information and coordinate transportation accordingly.
  • Meet and greet guests at designated airport locations.
  • Assist guests with directions, transportation information and general airport-related queries.
  • Maintain effective communication with the hotel Front Office regarding arrivals, departures, VIPs and special requests.
  • Coordinate with drivers and transportation providers to ensure smooth guest transfers.
  • Handle delays, flight changes and last-minute transportation requirements professionally.
  • Maintain accurate records of airport movements, guest transfers and related reports.
  • Ensure a high standard of guest service and professional grooming at all times.
  • Support the hotel in creating a positive first and last impression for guests.
  • Handle guest concerns professionally and escalate issues to the relevant department or manager when required.
  • Follow all hotel, airport and transportation procedures and safety requirements.
  • Maintain confidentiality of guest and hotel information.
  • Perform other duties related to airport guest services as assigned by management.
Requirements:
  • Previous experience in airport customer service is strongly preferred.
  • Experience in airport hospitality, airline ground handling, airport representative, airport transfer or similar roles will be an advantage.
  • Good knowledge of Dubai airport operations and procedures.
  • Excellent guest service and communication skills.
  • Good command of English; additional languages are an advantage.
  • Professional appearance, confident personality and strong interpersonal skills.
  • Ability to handle guests from different nationalities and cultures.
  • Strong coordination and communication skills.
  • Ability to work independently and respond quickly to operational requirements.
  • Comfortable working all shifts, including night shifts, weekends and public holidays.
  • Previous hotel or Front Office experience is an advantage.
Candidate Profile: We are looking for someone who is guest-focused, well presented, responsible and familiar with airport operations, with the ability to represent the hotel professionally in a busy airport environment.

Work Location: In person

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