Guest Experience Agent – Luxury Hotel

About the role

Mandarin Oriental in Marrakech is seeking a passionate, service‑driven Guest Experience Agent to join its Rooms Division team. You will be a key point of contact, shaping each guest’s journey from pre‑arrival to post‑departure and ensuring a seamless, personalized stay.

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 luxury service standards

Required profile

• 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