Reservations Agent

The Reservation Agent at Mandarin Oriental, Marrakech is responsible for handling all reservation requests accurately, efficiently, and in a timely manner through both email and telephone channels. The role requires delivering exceptional guest service while consistently meeting and exceeding Mandarin Oriental standards.

Key Responsibilities

Manage reservation inquiries and ensure all related communication, both written and verbal, is handled professionally and promptly. Utilize multiple reservation platforms and web-based systems to process bookings from various distribution channels. Conduct daily reviews of arrivals, payment transactions, and pre-authorizations to ensure accuracy and operational efficiency.

Effectively leverage available tools, systems, and resources to maximize productivity and service quality. Consistently achieve or surpass established performance targets, including revenue generation, conversion rates, quality standards, partner program objectives, and guest satisfaction metrics. Build meaningful relationships with guests through active listening, personalized interactions, and a warm, conversational approach.

Deliver tailored recommendations and solutions that enhance the guest experience and inspire long-term loyalty. Ensure all reservation activities comply with company policies, procedures, and luxury hospitality standards.

Qualifications

& Requirements Minimum of one year of experience in a similar reservations, front office, or guest service role, preferably within a luxury hotel or resort environment. Exceptional customer service skills with a strong commitment to delivering memorable guest experiences. Excellent organizational skills with the ability to multitask and manage priorities in a fast-paced environment.

Positive, proactive, and service-oriented attitude. Strong verbal and written communication skills in both French and English ; proficiency in a third language is highly desirable. Proficiency in Microsoft Office applications and general computer systems; experience with hotel reservation systems is an advantage. Flexibility to work varying schedules, including evenings, weekends, and public holidays.

Competencies Guest-centric mindset Attention to detail and accuracy Effective communication skills Problem-solving abilities Teamwork and collaboration Sales and upselling aptitude Adaptability and resilience