Front Desk Agent

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.

· Greet guests warmly upon arrival and ensure a smooth check-in process.

· Check guests in and out according to hotel policies, including handling payment and issuing room keys.

· Assist with special requests, upgrades, and room assignments based on availability.

· Provide guests with information about hotel facilities, amenities, and local attractions.

· Handle requests for services such as transportation, wake-up calls, and dining reservations.

· Resolve guest complaints or issues promptly and escalate to management when necessary.

· Maintain communication with housekeeping, maintenance, and other departments to ensure guest needs are met.

· Answer phones, emails, and other communications in a professional manner.

· Maintain accurate records of charges and payments.

· Handle cash, credit card transactions, and provide change or receipts as necessary.

· Update guest information in the hotel management system.

· Monitor hotel security by ensuring that guests’ identities are verified during check-in.

· Ensure that all guest-related safety protocols and procedures are followed.

· Upsell hotel services, amenities, and packages to enhance guest satisfaction and revenue.

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

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

· 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

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.