Guest Experience Agent (Overnight)

About FAENA

The FAENA Movement is a collective of culture, art, and community, deeply rooted in the warmth and traditions of the south. We blend authentic, attentive hospitality with world-class amenities, acting as a catalyst for bringing dreams to life through collaborative ideas. Our carefully curated spaces and commitment to excellence aim to delight sophisticated guests, immersing them in the unique FAENA Culture.

Following successful ventures in Buenos Aires and Miami Beach, Faena New York is set to open at 500 West 18th Street, overlooking the High Line, in a building designed by Bjarke Ingels Group. This new establishment will embody sophistication, glamour, stunning artwork, and cultural trendsetting. It signifies a revival of luxury nightlife in New York, featuring dynamic food and beverage venues and programming designed to make Faena the premier destination for discerning travelers.

Job Description

The Guest Experience Agent, specifically for the Overnight shift, is central to the guest's journey. This role involves delivering personalized, anticipatory, and meticulous service at every touchpoint. As a key liaison between guests and all hotel departments, the agent ensures every interaction reflects Faena’s signature warmth, artistry, and dedication to excellence. Responsibilities include managing pre-arrival arrangements, engaging with guests during their stay, and following up post-departure, all with the goal of creating memorable experiences that elevate a stay into something truly meaningful. Success in this position requires exceptional emotional intelligence, superior communication abilities, and a genuine passion for hospitality.

This is a full-time role with an hourly compensation of $36.00.

Duties and Responsibilities

• Maintain comprehensive knowledge of and adhere to all departmental policies, service procedures, and standards.
• Effectively resolve guest complaints to ensure complete guest satisfaction.
• Oversee and maintain the cleanliness, sanitation, and organization of assigned work areas.
• Possess thorough knowledge of all hotel guests, in-house groups, hotel extension numbers, special requests (e.g., Do Not Disturb, call screening, etc.), operating hours of all outlets, and hotel features and services.
• Promptly acknowledge and assist all guests in the lobby and reception area with their requests, including registration, check-out, special requests, itinerary planning, and more.
• Communicate effectively in the primary language(s) used in the workplace, both verbally and in writing.
• Possess basic computer proficiency, including experience with Word, Lotus, Excel, and account management software.
• Demonstrate excellent interpersonal and sales-related skills.
• Exhibit exceptional organizational skills and the ability to manage multiple tasks and projects daily.
• Work independently with minimal supervision.
• Document all guest complaints or issues, notify the appropriate department or personnel for resolution, and follow up to ensure satisfactory completion.
• Accept, record, and deliver wake-up calls accurately.
• Respond to guest emails promptly, professionally, and with a service-oriented approach, ensuring accurate follow-up and resolution.
• Assist with property or hotel tours as needed, providing clear and engaging information that aligns with brand standards.
• Provide callers with accurate information regarding hotel facilities and services.
• Manage incoming calls, including screening, do not disturb requests, call forwarding, conference calls, handling non-registered guest inquiries, monitoring telephone system issues, maintaining a log, and assisting in emergency situations as the central communication hub.

Qualifications

• A minimum of 1-2 years of experience in a luxury hotel front desk or guest services role.
• Working knowledge of Opera PMS and related hotel management systems is preferred.
• Fluency in English with outstanding verbal and written communication skills; proficiency in additional languages is advantageous.
• Familiarity with Forbes 5-Star service standards or comparable luxury brand expectations.
• A strong understanding of hotel operations, room types, reservation processes, and guest privacy protocols.
• Proficiency in Microsoft Office Suite and general administrative tasks.
• Proven ability to handle guest complaints, execute service recovery, and manage VIP protocols with discretion.
• High school diploma required; coursework in hospitality or business is preferred.

Skills

• Exceptional interpersonal skills and emotional intelligence, particularly in high-pressure guest interactions.
• Strong organizational capabilities, with the capacity to manage numerous requests and tasks concurrently.
• Meticulous attention to detail, ensuring accuracy in data entry and guest record maintenance.
• Ability to maintain a calm and polished demeanor in a fast-paced, guest-facing environment.
• Technologically adept and comfortable using phones, office software, and internal communication systems.
• Adaptable, flexible, and willing to provide support to other departments as needed.
• A service-oriented mindset with a dedication to delivering personalized luxury experiences.
• High emotional intelligence, enabling the ability to interpret guest cues, anticipate needs, and adjust communication styles accordingly.
• Demonstrated service recovery skills, including efficiently resolving guest concerns while upholding composure, professionalism, and brand integrity.

Physical Demands and Work Environment

• Ability to perform various physical movements throughout the work areas.
• Capacity to move safely in uneven terrain or confined spaces.
• Maintain an active role, with constant movement or prolonged periods of sitting at a desk working on a computer throughout the shift.
• Medium Work: Occasionally exert up to 40 pounds of force, frequently exert up to 20 pounds of force, and/or constantly exert up to 10 pounds of force. May occasionally lift and/or move up to 25 pounds.

Additional Information

All applicant information will be handled confidentially in accordance with EEO guidelines.