Guest Experience Agent (Overnight)

Ennismore; New York (NY); On-site; USD 41,000 - 58,000; Full time

Job summary

Faena New York is seeking a Guest Experience Agent (Overnight) to deliver personalized, anticipatory service and uphold Faena’s warmth and luxury standard.

The role involves pre-arrival coordination, in-stay engagement, and post-departure follow-up, working with all hotel departments to curate memorable experiences for guests during overnight shifts. Strong emotional intelligence and polished communication are essential.

Qualifications

• Minimum 1–2 years of overnight 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; additionallanguages 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.

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.
• Respond to guest emails in a timely, professional, and service-oriented manner, ensuring accurate follow-up and resolution.
• Assist with in-room, property, or hotel tours as needed, delivering clear and engaging information aligned with brand standards.
• 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

Job description

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

Following Buenos Aires and Miami Beach, Faena New York, will find its home at 500 West 18th Street, overlooking the High Line in a building designed by Bjarke Ingels Group. This latest opening will be synonymous with sophistication, glamour, breathtaking artwork, and cultural trendsetting. This opening will mark the resurgence of luxury nightlife experiences in New York with dynamic food and beverage venues and programming that will make Faena the ultimate destination for the sophisticated traveler to New York.

Job Description

The Guest Experience Agent(Overnight Agent) serves as the heart of the guest journey, providing personalized, anticipatory, and detail-oriented service throughout every stage of the stay. Acting as a liaison between guests and all hotel departments, this role ensures that each interaction reflects Faena’s signature warmth, artistry, and commitment to excellence. The Guest Experience Agent manages pre-arrival coordination, in-stay engagement, and post-departure follow-up, curating memorable moments that transform a stay into a meaningful experience. This position requires exceptional emotional intelligence, communication skills, and a genuine passion for hospitality.

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

DUTIES AND RESPONSIBILITIES

• Maintain complete knowledge of andcomply withall departmental policies/service procedures/standards.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor andmaintaincleanliness,sanitationand organization of assigned work areas.
• Maintain complete knowledge ofall hotel guests, in-house groups, hotel extension numbers, all special requests (DND, screen calls, NRG, etc.), hours of operation of each outletand features and services provided by the hotel.
• Assistwith the immediate acknowledgement of all guests andassistingall guests throughoutlobbyand reception area with all requests (i.e.registration, check-out, special requests or preferences, itinerary, etc.
• Must be able to speak, read,writeand understand the primary language(s) used in the workplace.
• Must be able to read and write tofacilitatethe communication process.
• Requiresgood communicationskills, both verbal and written.
• Mustpossessbasic 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,recordand deliver wake-up calls.
• Respond to guest emails ina timely, professional, and service-oriented manner, ensuringaccuratefollow-up and resolution.
• Assistwith in-room, property, or hotel tours as needed, delivering clear and engaging information aligned with brand standards.
• Provide callers withaccurateinformation on hotel facilities and services.
• Accept and process all guest requests forscreening calls, do not disturb, call forwarding, conference calls, non-registeredguest,monitortelephone system problems andmaintainlog of suchandassistin emergency situations as central communication center for hotel

Qualifications

Minimum 1–2 years of overnight 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;additionallanguages 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 diplomarequired; 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 toaccuratedata entry and guest record maintenance.
• Able tomaintaina 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.
• Strong emotional intelligence with the ability to read guest cues,anticipateneeds, and adapt communication style accordingly.
• Proven service recovery skills, including the ability to resolve guest concerns efficiently whilemaintainingcomposure, professionalism, and brand integrity.

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 forcefrequently, 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.