Reservations & Concierge Agent

Reservations & Concierge Agent Location: Marrakech – Gueliz

Employment Type: Full-time – On-sitePrevious experience in hospitality or tourism is requiredJob DescriptionAs part of the continued development of its Reservations & Guest Experience department, Agafay Luxury Camp is looking for an experienced, dynamic, and service-oriented Reservations & Concierge Agent.You will be one of the main points of contact for our guests prior to their arrival and will be responsible for handling their requests in a professional, warm, responsive, and personalized manner.Beyond accommodation reservations, you will assist guests in organizing their complete experience at Agafay Luxury Camp, including dining, activities, transfers, private events, VIP requests, and personalized concierge services.Key ResponsibilitiesManage accommodation reservations, modifications, cancellations, and special requests, ensuring that all information is accurately recorded in the reservation system.Respond to enquiries regarding rates, availability, booking conditions, services, and experiences offered by the property.Follow up on booking confirmations, prepayments, pending requests, and special requirements, while contributing to occupancy optimization and additional revenue generation.Handle group bookings as well as private and corporate events, including birthdays, celebrations, weddings, meetings, seminars, team-building events, corporate functions, and other tailor-made requests.Manage and promote bookings for on-site activities, including camel rides, quad biking, and other experiences available at the property.Arrange external activities and excursions requested by guests, including hot-air balloon flights, tours, excursions, sightseeing experiences, and other tourist activities.Manage lunch, dinner, and dining experience reservations at our restaurants, including private dinners and special dining requests.Provide a highly personalized VIP and concierge service, anticipating guests’ needs and offering solutions tailored to their expectations and preferences.Assist with the organization of special occasions and personalized experiences, including marriage proposals, birthdays, romantic surprises, private celebrations, customized dinners, and other tailor-made arrangements.Organize and schedule transfers to and from Agafay Luxury Camp, including transportation from/to Marrakech, the airport, and other requested locations, in coordination with our teams and transportation partners.Communicate with guests in a professional, friendly, personalized, and responsive manner across all communication channels, including email, WhatsApp, Instagram, Facebook, and other messaging platforms.Handle telephone calls in both English and French, provide accurate information, recommend appropriate services and experiences, and follow up on enquiries through to confirmation.Identify opportunities for upselling and cross-selling, including room upgrades, dining experiences, activities, spa services, transfers, private experiences, and personalized services.Work closely with the Front Office, Food & Beverage, Activities, Spa, Operations teams, and external service providers to ensure a smooth and seamless guest experience from the initial booking through to the stay.Qualifications & Required SkillsProven professional experience in reservations, hospitality, tourism, concierge services, or a similar position is required.Previous experience handling individual reservations, group bookings, private events, and corporate events.Good knowledge of reservation procedures and experience using a PMS or hotel management system.Excellent command of English and French, both written and spoken, is essential for this position.Excellent telephone etiquette and confidence in communicating with an international clientele.Strong written communication skills, with the ability to respond professionally and warmly to emails, WhatsApp messages, and enquiries received through social media platforms.Excellent guest service and hospitality skills, with particular attention to personalization and the expectations of high-end and VIP guests.Ability to quickly understand guests’ needs, recommend suitable services and experiences, and successfully convert enquiries into confirmed bookings.Strong commercial awareness and the ability to naturally promote upselling and additional services.Excellent organizational and coordination skills, with the ability to manage multiple bookings and guest requests simultaneously.Strong attention to detail, responsiveness, autonomy, teamwork, and excellent interpersonal skills.Good command of digital tools, email platforms, messaging applications, and the various communication channels used to interact with guests.Candidate ProfileWe are looking for someone with genuine and proven experience in hotel reservations and guest relations, who is capable of going beyond simply processing room bookings.The successful candidate should be able to advise, sell, organize, coordinate, and personalize the guest’s entire stay and experience, while consistently maintaining the high standards of service expected at Agafay Luxury Camp.Previous experience in a luxury hotel, resort, luxury camp, riad, travel agency, concierge service, or property serving an international clientele will be considered a strong advantage.