Overnight Luxury Guest Concierge

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

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.