Younes El Manar Laalami

Guest Experience Project Manager · 2025

Situation

I worked with international MICE clients attending events and congresses in Marrakech.

Role

I was a point of contact for clients and passed their requests to the teams working on site.

Challenge

Schedules and client requests could change at short notice. We still needed to provide the service they expected.

Actions

I followed up on requests, dealt with problems as they came up and helped resolve scheduling conflicts. I also adapted how I communicated with clients from different backgrounds.

Guest / client focus

My focus was to keep clients informed and help the team meet their expectations when plans changed.

Travel Planner · 2024-2025

Situation

My clients needed help planning their trips and someone they could contact while travelling.

Role

I stayed in contact with clients from our first conversation until the end of their trip.

Challenge

When plans changed at the last minute, travellers needed to know their options and what would happen next.

Actions

I checked what clients needed, coordinated with providers and kept them updated in English, French or Arabic.

Guest / client focus

I helped travellers understand changes to their plans and continue their trips with less uncertainty.

Cruise Consultant · 2024

Situation

I worked on cruise visits across four major Moroccan ports. Planning began a month before arrival and continued until the ship left its final port.

Role

I managed operations on land, administrative clearances and shore excursions, keeping ship management, local suppliers and port authorities in contact.

Challenge

Each port call could involve up to 1,800 passengers. I had to coordinate transport and excursions, secure police and port clearances, and meet the expectations of guests travelling on luxury cruises.

Actions

I improved supplier and transport arrangements, assigned local guides and handled guest requests within tight schedules. I kept cruise directors and local providers updated throughout each visit.

Guest / client focus

The shore visits ran without operational delays, with discreet, personalised service for guests at each port.