Guest Experience Agent

As a Guest Experience Ambassador at Faena New York you are an essential part of the guest journeyproviding thoughtful attentive service from the moment guests arrive to the moment they depart. You will warmly welcome each guest assist with their belongings and ensure their experience is marked by ease luxury and genuine hospitality. 

From managing luggage and escorting guests to their rooms to coordinating with various departments and delivering prompt service this role supports the overall guest experience with poise and efficiency. You are the face of Faenabringing elegance knowledge and care to every interaction. 

This full-time position has hourly compensation of $36.00 an hour. 

DUTIES AND RESPONSIBILITIES 

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. 

• Resolve guest complaints ensuring guest satisfaction. 

• Monitor and maintain cleanliness sanitation and organization of assigned work areas. 

• Maintain complete knowledge of all hotel guests in-house groups hotel extension numbers all special requests (DND screen calls NRG etc.) hours of operation of each outlet and features and services provided by the hotel. 

• Assist with the immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with all requests (i.e. registration check-out special requests or preferences itinerary etc. 

• Must be able to speak read write and understand the primary language(s) used in the workplace. 

• Must be able to read and write to facilitate the communication process.  

• Requires good communication skills both verbal and written. 

• Must possess basic computer skills including Word Lotus Excel and Account Management software. 

• Must have excellent interpersonal and sales-related skills. 

• Must have exceptional organizational skills. 

• Must be able to handle multiple tasks and projects daily. 

• Must be able to work independently with little or no supervision. 

• Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction. 

• Accept record and deliver wake-up calls. 

• Provide callers with accurate information on hotel facilities and services. 

• Accept and process all guest requests for screening calls do not disturb call forwarding conference calls non-registered guest monitor telephone system problems and maintain log of such and assist in emergency situations as central communication center for hotel 

Qualifications :

• Minimum 12 years of experience in a luxury hotel front desk or guest services position. 

• Working knowledge of Opera PMS and related hotel management systems preferred. 

• Fluent in English with exceptional verbal and written communication skills; additional languages are a plus. 

• Familiarity with Forbes 5-Star service standards or equivalent luxury brand expectations. 

• Strong understanding of hotel operations room categories reservation workflows and guest privacy protocols. 

• Proficient with Microsoft Office Suite and basic administrative tasks. 

• Demonstrated ability to handle guest complaints service recovery and VIP protocols with discretion. 

• High school diploma required; hospitality or business coursework preferred. 

SKILLS 

• Exceptional interpersonal skills and emotional intelligence in high-pressure guest situations. 

• Strong organizational abilities with the capacity to manage multiple requests and tasks simultaneously. 

• Detail-oriented with commitment to accurate data entry and guest record maintenance. 

• Able to maintain a calm polished demeanor in a busy guest-facing environment. 

• Technologically savvy and confident in using phones office software and internal communication tools. 

• Adaptable flexible and willing to support other departments as needed. 

• Service-oriented with a passion for delivering personalized luxury experiences. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT 

• Endure various physical movements throughout the work areas 

• Ability to move safely in uneven terrain or in confined spaces 

• Remain active constantly moving or prolonged periods sitting at a desk and working on a computer throughout work shift 

• Medium Work: Exerting up to 40 pounds of force occasionally and/or 20 pounds of force frequently and/or up to 10 pounds of constantly moving objects may occasionally lift and/or move up to 25 pounds 

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time