Guest Experience Agent (Overnight)

AccorHotel•New York, NY

About The Position

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.

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.
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.
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

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