Guest Experience Agent

At Mandarin Oriental, Marrakech, we are dedicated to delivering legendary service and creating truly unforgettable experiences for our guests. We are currently seeking a passionate, service-driven Guest Experience Agent to join our Rooms Division team.

As a Guest Experience Agent, you will play a pivotal role in shaping each guest’s journey, from pre-arrival to post-departure. Acting as a key point of contact, you will ensure a seamless, personalized, and memorable stay while collaborating closely with all departments to exceed expectations and foster long-lasting guest relationships.

Key Responsibilities

• Deliver a warm, genuine, and personalized welcome to all guests
• Curate and manage guest preferences to ensure tailored experiences throughout the stay
• Coordinate effectively with all departments to ensure flawless service delivery
• Proactively handle guest feedback, resolving concerns promptly and professionally
• Anticipate guest needs and consistently go above and beyond to create memorable moments
• Manage guest billing, currency exchange, and payment processes with accuracy
• Monitor and control guest folios, ensuring daily accuracy and compliance
• Handle guest departures in line with our luxury service standards

What We’re Looking For

• Previous experience in a similar role within a luxury hospitality environment is preferred
• Excellent interpersonal and communication skills, with a natural ability to connect with guests
• Fluency in French and English (additional languages are an asset)
• A genuine passion for luxury hospitality and delivering exceptional guest experiences
• Detail-oriented, proactive, and solution-driven mindset