Agent Guest Experience

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