The Reservation Agent at Mandarin Oriental, Marrakech is responsible for handling all reservation requests accurately, efficiently, and in a timely manner through both email and telephone channels. The role requires delivering exceptional guest service while consistently meeting and exceeding Mandarin Oriental standards.

Key Responsibilities

• Manage reservation inquiries and ensure all related communication, both written and verbal, is handled professionally and promptly.
• 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 and operational efficiency.
• Effectively leverage available tools, systems, and resources to maximize productivity and service quality.
• Consistently achieve or surpass established performance targets, including revenue generation, conversion rates, quality standards, partner program objectives, and guest satisfaction metrics.
• Build meaningful relationships with guests through active listening, personalized interactions, and a warm, conversational approach.
• Deliver tailored recommendations and solutions that enhance the guest experience and inspire long-term loyalty.
• Ensure all reservation activities comply with company policies, procedures, and luxury hospitality standards.

Qualifications & Requirements

• Minimum of one year of experience in a similar reservations, front office, or guest service role, preferably within a luxury hotel or resort environment.
• Exceptional customer service skills with a strong commitment to delivering memorable guest experiences.
• Excellent organizational skills with the ability to multitask and manage priorities in a fast-paced environment.
• Positive, proactive, and service-oriented attitude.
• Strong verbal and written communication skills in both French and English; proficiency in a third language is highly desirable.
• Proficiency in Microsoft Office applications and general computer systems; experience with hotel reservation systems is an advantage.
• Flexibility to work varying schedules, including evenings, weekends, and public holidays.

Competencies

• Guest-centric mindset
• Attention to detail and accuracy
• Effective communication skills
• Problem-solving abilities
• Teamwork and collaboration
• Sales and upselling aptitude
• Adaptability and resilience