Reservations & Concierge Agent

About the role

As a key member of the Reservations & Guest Experience team at Agafay Luxury Camp, you will be the primary point of contact for guests before they arrive. You will handle all reservation and concierge requests with a warm, professional, and personalized approach, ensuring each guest’s stay is flawlessly coordinated.

Key responsibilities

• Manage accommodation reservations, modifications, cancellations and special requests, recording all details accurately in the PMS.
• Respond to enquiries about rates, availability, booking conditions and on‑site experiences via email, WhatsApp, Instagram, Facebook and phone.
• Process group bookings and coordinate private or corporate events such as weddings, meetings, team‑building activities and celebrations.
• Promote and book on‑site activities (camel rides, quad biking) and arrange external excursions like hot‑air balloon flights and sightseeing tours.
• Handle dining reservations, private dinners and VIP catering requests.
• Provide personalized concierge service for VIP guests, anticipating needs and arranging proposals, romantic surprises and custom experiences.
• Organise transfers to and from the camp, the airport and Marrakech in collaboration with transportation partners.
• Identify upselling opportunities for room upgrades, dining, activities, spa services and private experiences.

Required profile

• Proven experience in hotel reservations, concierge or tourism services, including individual and group bookings.
• Fluent written and spoken English and French.
• Excellent telephone etiquette and ability to communicate professionally across multiple messaging platforms.
• Strong commercial awareness with a track record of upselling and cross‑selling.
• Highly organized, detail‑oriented and able to manage multiple guest requests simultaneously.

Required skills

• Proficiency with a Property Management System (PMS) or hotel management software.
• Experience using digital communication tools such as email, WhatsApp, Instagram and Facebook for guest interaction.