Concierge Agent

• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
• resolves customer complaints
• assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
• Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner
• Works harmoniously and professionally with co-workers and supervisors
• Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current
• Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests
• Stores and retrieves guest luggage and packages
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing
• Works as a Front Desk Receptionist when required
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell stand, Business Center, and lobby coverage
• Provide a basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service
• Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests
• Assist in coverage Front Office responsibilities as needed

• A minimum of 2 years of hospitality or related work experience is preferred
• Extensive knowledge of Morocco, Casablanca and surrounding areas
• Existing relationships with third-party vendors a plus
• Education: High school education or equivalent experience
• Requires reading, writing and oral proficiency in the English language
• Good organizational skills
• Ability to multitask
• Attention to detail
• Ability to work irregular hours, weekends, and evenings

Existing relationships with third-party vendors a plus