Guest Relations Agent

AccorHotel • New York, NY

8h • $36

About The Position

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.

Requirements

• 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
• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed