Guest Experience Agent

About the role

The Guest Experience Agent is the heart of the guest journey at FAENA New York, delivering personalized, anticipatory service throughout every stage of a stay. This full‑time, on‑site role ensures each interaction reflects FAENA’s signature warmth, artistry, and commitment to excellence.

Key responsibilities

• Maintain thorough knowledge of departmental policies, service standards, and hotel amenities.
• Resolve guest complaints promptly to ensure satisfaction.
• Monitor and uphold cleanliness, sanitation, and organization of assigned areas.
• Assist guests in the lobby and reception with registration, check‑out, special requests, itineraries, and other needs.
• Coordinate pre‑arrival, in‑stay, and post‑departure guest interactions.
• Document guest interactions and follow‑up actions accurately.

Required profile

• Exceptional emotional intelligence and genuine passion for hospitality.
• Strong verbal and written communication skills in the primary workplace language.
• Ability to work independently, manage multiple tasks, and maintain high organizational standards.
• Excellent interpersonal and sales‑related abilities.

Required skills

• Microsoft Word
• Lotus
• Microsoft Excel
• Account Management software

What we offer

• Hourly compensation of $36.00
• Full‑time, on‑site position in a luxury hotel environment