Guest Relation

Company Description

Portaluna, a Morgans Originals Hotel

Morgans Originals are original hotels with original stories. We stand for vibrancy, intrigue and iconic details, celebrating the feeling of an infinite Friday night, when anything can happen, no matter what day of the week it is. By balancing a refined outlook with the best lifestyle programming, we capture the excitement of being in-the-know -- connecting people to the city, the culture and the moment.

This is an exciting new position within Ennismore’s growing portfolio of lifestyle brands, representing the first Morgans Originals hotel in Egypt.

Job Description

Responsibilities

· Demonstrates Banyan Tree’s brand service standards in all guest interactions.

· Escort guests and provide a brief orientation to the hotel’s facilities and services.

· Offer tailored recommendations based on guest preferences, such as dining, activities, and spa services.

· Maintain open communication with guests, ensuring all questions are answered and concerns addressed.

· Address guest inquiries or complaints in a timely, professional manner and resolve any issues to the guest’s satisfaction.

· Liaise with other departments (Housekeeping, Concierge, Spa, etc.) to ensure that any guest requests are fulfilled.

· Manage Accor enrolments and encourage guest enrolment to meet targets.

· Stay updated on all resort services, amenities, activities, and promotions to offer accurate and up-to-date information to guests.

· Maintain knowledge of local attractions and events to share with guests.

· Conduct courtesy calls to in-house guests and maintain records.

· Perform daily credit limit checks for in-house guests.

· Stay updated on hotel information and local services, including hours of operation, promotions, events, and attractions.

· Perform any other duties or responsibilities as assigned by management to support the effective operation of the department and the broader goals of the property.

Abilities/Key Competencies/Skills

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Heartist service culture to be responsive, respectful and deliver a great experience.

Leading Myself

· Positive Orientation

· Operational Decision Making

· Self-Development & Management

Leading Others

· Developing an Empowered Team

· Leading an Engaged and Diverse Team

· Communication

Leading the Business

· Advocating Guest Passion

· Business Planning and Analysis

· Business Improvement and Change

Qualifications

Experience/Certificates/Education

· 2 years minimum experience in a similar capacity within a luxury hospitality environment.

· Must possess outstanding Guest services skills, professional presentation and sophisticated communication skills.

· Proficient in English language (verbal & written), Russian language proficiency is an asset.

· Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective.

· Must be flexible in terms of working hours.

· A hospitality diploma is an asset.

· Computer literacy in Windows, MS Office Suite, and Opera PMS systems is recommended.

· Must have the ability to handle cash effectively and accurately.

Additional Information

What awaits you...

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.