Guest Experience Agent

AccorHotel • New York, NY

82d • $36

About The Position

As a Guest Experience Ambassador 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.

Requirements

• Minimum 1–2 years of experience in a luxury hotel front desk or guest services position.
• 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.

Nice To Haves

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED