Overnight Guest Experience Agent

About the role

The Overnight Guest Experience Agent is the heart of the guest journey at Faena New York, delivering personalized, anticipatory service throughout the night shift. This full‑time role blends hospitality artistry with meticulous attention to detail, ensuring every guest interaction reflects Faena’s signature warmth and excellence.

Key responsibilities

• Maintain comprehensive knowledge of departmental policies, service standards, and hotel amenities.
• Resolve guest complaints promptly to ensure satisfaction.
• Monitor cleanliness, sanitation, and organization of assigned work areas.
• Assist guests in the lobby and reception with registration, check‑out, special requests, and itinerary support.
• Coordinate pre‑arrival, in‑stay, and post‑departure guest interactions.
• Communicate effectively in the primary language(s) used on the property.

Required profile

• Exceptional emotional intelligence and passion for hospitality.
• Strong verbal and written communication abilities.
• Ability to work independently with minimal supervision.
• Excellent organizational skills and capacity to handle multiple tasks simultaneously.

Required skills

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

What we offer

• Hourly compensation of $36.00 per hour.
• Full‑time overnight position within a luxury hotel environment.