Overnight Luxury Guest Experience Lead

Ennismore; New York (NY); On-site; USD 40,914 - 58,272; Full time

Job summary

Ennismore is seeking a Guest Experience Agent (Overnight Agent) in New York. This role is the heart of the guest journey, providing personalized, anticipatory, and detail-oriented service. You will manage pre-arrival coordination and engage with guests throughout their stay while ensuring each interaction reflects Faena’s signature warmth and artistry.

The successful candidate should have 1-2 years of experience in luxury hotel services and possess exceptional emotional intelligence and communication skills. Join a team where your passion for hospitality can shine!

Qualifications

• 1-2 years of experience in a luxury hotel front desk or guest services position.
• Fluent in English with strong communication skills; additional languages are a plus.
• Familiarity with Forbes 5-Star service standards desired.

Responsibilities

• Provide personalized service throughout every stage of the stay.
• Act as a liaison between guests and hotel departments.
• Resolve guest complaints and ensure satisfaction.

Skills

Interpersonal skills

Organizational abilities

Detail-oriented

Emotional intelligence

Service-oriented

Education

High school diploma

Hospitality or business coursework

Tools

Opera PMS

Microsoft Office Suite

Job description

Ennismore is seeking a Guest Experience Agent (Overnight Agent) in New York. This role is the heart of the guest journey, providing personalized, anticipatory, and detail-oriented service. You will manage pre-arrival coordination and engage with guests throughout their stay while ensuring each interaction reflects Faena’s signature warmth and artistry.

The successful candidate should have 1-2 years of experience in luxury hotel services and possess exceptional emotional intelligence and communication skills. Join a team where your passion for hospitality can shine!