Guest Experience Agent (Overnight)

About the role

Faena New York, located at 500 West 18th Street overlooking the High Line, is hiring an overnight Guest Experience Agent. The agent is the heart of the guest journey, providing personalized, anticipatory and detail-oriented service from pre-arrival through post-departure, acting as a liaison between guests and all hotel departments. The position is full-time with hourly pay of $36.00.

Key responsibilities

• Handle guest requests in the lobby and reception, including registration, check-out and special requests
• Resolve guest complaints and document them, then follow up until the guest is satisfied
• Maintain cleanliness, sanitation and organization of assigned work areas
• Keep records of all guests, groups, special requests (DND, screen calls, NRG) and outlet hours
• Answer and record wake-up calls, and respond to guest emails promptly
• Assist with in-room, property and hotel tours and provide callers with accurate information on facilities and services
• Process requests for screening calls, do not disturb, call forwarding and conference calls, monitor telephone system problems and log them, and help in emergencies as the central communication point

Required profile

• Minimum 1-2 years of overnight experience in a luxury hotel front desk or guest services position
• Fluent English with strong verbal and written communication; additional languages are a plus
• High school diploma required; hospitality or business coursework preferred
• Ability to work independently with little supervision and to handle multiple tasks daily

Required skills

• Working knowledge of Opera PMS and related hotel management systems preferred
• Basic computer skills: Word, Lotus, Excel and account management software
• Proficiency with Microsoft Office Suite and basic administrative tasks
• Understanding of Forbes 5-Star service standards and hotel operations, room categories, reservations and guest privacy