Guest Relations Agent

Job Description

Job Description

Company 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 Relations Agent is responsible for ensuring every guest feels welcomed, valued, and understood from the moment of arrival. Acting as a personal liaison between guests and hotel departments, this role handles pre-arrival arrangements, in-stay coordination, and departure follow-ups to ensure a seamless, elevated guest experience consistent with Faena’s culture of artistry and service excellence.

This is a full-time position with an hourly compensation of $36.00 per hour.

DUTIES AND RESPONSIBILITIES

Personally welcome guests upon arrival and assist with check-in coordination

Manage pre-arrival communication including amenity setup, itinerary details, and special requests

Act as point of contact for in-house guests, ensuring all requests are fulfilled efficiently and discreetly

Handle guest complaints or feedback, escalating as appropriate to management

Support VIP recognition efforts and assist with personalized in-room touches or event coordination

Maintain constant communication with Front Office, Housekeeping, Butler Service, and F&B teams

Track and document guest preferences, incidents, and notes in PMS and CRM systems

Assist with daily reports, pre-arrival summaries, and post-departure follow-up calls or emails

Participate in daily briefings and ensure all team members are informed of guest priorities

Manage and track guest amenities, special occasions, and billing coordination

Handle internal and external correspondence with precision and confidentiality

Support the Guest Relations Manager in updating logs, VIP lists, and SOP documentation

Qualifications

1–2 years of luxury hotel or high-end hospitality experience

Strong understanding of guest service standards and etiquette

Excellent written and verbal communication skills

Proficiency in Opera PMS and Microsoft Office Suite

Fluent in English; additional languages a plus

SKILLS

Naturally hospitable and emotionally intelligent communicator

Detail-oriented and highly organized

Calm and solution-driven under pressure

Discreet, professional, and well-presented at all times

Passionate about creating genuine, lasting guest relationships

Additional Information

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