Agent Guest Experience

Accor

Marrakesh, Marrakesh-Safi, Morocco permanent

Posted: January 17, 2026

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Required Skills

Customer Service Communication Oral Communication Written Communication Empathy Organization Conflict Resolution Proactive Problem Solving Service Personalization Customer Retention Revenue Optimization Feedback Management

Job Description

Conçu dans un style contemporain, l'hôtel 5 étoiles Sofitel Marrakech Palais Imperial & Spa est un espace de calme et de volupté au milieu d'un somptueux jardin avec vue sur les montagnes de l'Atlas.

Accueillir les clients tout en respectant les scripts et les standards ACCOR S’occuper des Check-in des clients membres et VIP Être créateur de l’expérience client Traiter et suivre les réclamations des clients d’une manière proactive et professionnelle S’assurer que toutes les chambres attribuées aux VIP, sont inspectées et que les amenities sont mises en place avant le Check-in Personnaliser le service, selon les besoins des clients Planifier des appels de courtoisie afin de s’assurer du bon déroulement du séjour des clients ; Fournir un service anticipatif, sur mesure, intuitif et transparent lors du traitement des demandes des clients Optimiser les revenues à travers la vente incitative Faire le suivi des commentaires clients, partager les feedbacks avec la direction et proposer des plans d’action Participer au recrutement des clients ALL Alimenter la base de données des préférences clients Participer à la stratégie adoptée par le groupe ACCOR et le propriétaire Contribuer à l’amélioration du score RPS de l’hôtel Répondre et gérer les réclamations clients Respecter les standards et procédures interne du groupe ACCOR et du propriétaire S’assurer directement de la satisfaction client

Diplôme en management hôtelier ou en hébergement Capacités de communication orale et écrite Sens d’écoute et d’empathie Sens de l’organisation curiosité

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