Guest Relations Agent

F

FAENA

Guest Relations Agent

New York, NY
Full Time
Paid
  • Responsibilities

    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

    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.