Reservations Agent

About the role

The Reservations Agent at Mandarin Oriental, Marrakech is responsible for handling all reservation requests accurately and efficiently through email and telephone. The role requires delivering exceptional guest service while upholding Mandarin Oriental’s luxury standards.

Key responsibilities

• Manage reservation inquiries and ensure all communication is professional and prompt.
• 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.
• Leverage tools and resources to maximize productivity and service quality.
• Achieve performance targets such as revenue generation, conversion rates, and guest satisfaction metrics.
• Build meaningful relationships with guests through active listening and personalized interactions.

Required profile

• Minimum of one year experience in reservations, front office, or guest service, preferably in a luxury hotel.
• Exceptional customer service mindset with strong organizational and multitasking abilities.
• Positive, proactive attitude and flexibility to work evenings, weekends, and public holidays.
• Strong verbal and written communication skills in both French and English.

Required skills

• Proficiency in Microsoft Office applications.
• Experience with hotel reservation systems.