Guest Experience Agent

Job Description

The Guest Experience Agent(Overnight Agent) serves as the heart of the guest journey, providing personalized, anticipatory, and detail-oriented service throughout every stage of the stay. Acting as a liaison between guests and all hotel departments, this role ensures that each interaction reflects Faena’s signature warmth, artistry, and commitment to excellence. The Guest Experience Agent manages pre-arrival coordination, in-stay engagement, and post-departure follow-up, curating memorable moments that transform a stay into a meaningful experience. This position requires exceptional emotional intelligence, communication skills, and a genuine passion for hospitality. 

This full-time position has hourly compensation of $36.00 an hour. 

DUTIES AND 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. 

• Respond to guest emails in a timely, professional, and service-oriented manner, ensuring accurate follow-up and resolution. 

• Assist with in-room, property, or hotel tours as needed, delivering clear and engaging information aligned with brand standards. 

• 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 

Qualifications

• Minimum 1–2 years of overnight 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. 

SKILLS 

• 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. 

• Strong emotional intelligence with the ability to read guest cues, anticipate needs, and adapt communication style accordingly. 

• Proven service recovery skills, including the ability to resolve guest concerns efficiently while maintaining composure, professionalism, and brand integrity. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT 

• Endure various physical movements throughout the work areas 

• Ability to move safely in uneven terrain or in confined spaces 

• Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift 

• Medium Work: Exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly moving objects, may occasionally lift and/or move up to 25 pounds 

Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation: N/A to 36 (USD) (HOURLY)