Guest Experience Agent

About the role

Four Seasons Hotel Rabat Kasr Al Bahr in Morocco is looking for a Guest Experience Agent. Reporting to the Guest Experience Manager, the agent creates personalized guest experiences across the entire guest journey, acting as a key point of contact for arrivals and departures, anticipating needs and handling special requests. The role also supports VIP, Elite and return guests and collaborates with Front Office, Concierge, Housekeeping, Food & Beverage and other departments.

Key responsibilities

• Maintain accurate guest preferences and coordinate special arrangements for VIP, Elite and return guests
• Ensure seamless arrivals and departures and handle special requests
• Support guest communications, service recovery and guest engagement initiatives
• Resolve guest concerns promptly and professionally
• Work closely with Front Office, Concierge, Housekeeping, Food & Beverage and other hotel departments

Required profile

• Fluency in French, Arabic and English
• Eligibility to work in Morocco
• Previous experience in Front Office, Guest Relations, Concierge or luxury hospitality operations 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