Guest Experience Agent (Overnight)

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

As a Guest Experience Agent(Overnight Agent) at Faena New York, you are an essential part of the guest journey—providing 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 Faena—bringing 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 1–2 years of experience in a luxury hotel front desk or guest services position.

Previous overnight agent experience preferred

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.