Guest Experience Agent – Luxury Hotel

About the role

The Guest Experience Agent will be the primary point of contact for guests throughout their stay at the Mandarin Oriental, Marrakech. This role ensures every interaction is warm, personalized, and exceeds the expectations of a luxury hotel environment. You will collaborate with all departments to create seamless and memorable experiences from pre‑arrival to post‑departure.

Key responsibilities

• Deliver a genuine, personalized welcome to each guest.
• Curate and manage guest preferences to tailor experiences throughout the stay.
• Coordinate with all hotel departments to guarantee flawless service delivery.
• Proactively handle guest feedback, resolving concerns promptly and professionally.
• Anticipate guest needs and consistently 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 luxury service standards.

Required profile

• Previous experience in a similar role within a luxury hospitality environment (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.

Required skills