Guest Experience Agent

About the role

Four Seasons Hotel Rabat Kasr Al Bahr in Morocco is looking for a Guest Experience Agent to join its team. Reporting to the Guest Experience Manager, the agent creates personalized guest experiences across every stage of the guest journey, acting as a key point of contact for arrivals and departures, anticipating needs, handling special requests and resolving guest concerns promptly and professionally.

Key responsibilities

• Support VIP, Elite and return guests by keeping accurate guest preferences and coordinating special arrangements
• Collaborate with Front Office, Concierge, Housekeeping, Food & Beverage and other departments
• Assist with guest communications, service recovery and guest engagement initiatives
• Ensure all guest concerns are resolved quickly and professionally

Required profile

• Fluency in French, Arabic and English
• Eligibility to work in Morocco
• Previous experience in Front Office, Guest Relations, Concierge or luxury hospitality is preferred
• Excellent problem-solving, attention to detail, emotional intelligence and a strong service mindset

Required skills

• Proficiency in Microsoft Office
• Proficiency in Opera PMS
• Ability to work in a fast-paced environment