Job Specifications
Company Description
The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.
Following Buenos Aires and Miami Beach, Faena New York, will find its home at 500 West 18th Street, overlooking the High Line in a building designed by Bjarke Ingels Group. This latest opening will be synonymous with sophistication, glamour, breathtaking artwork, and cultural trendsetting. This opening will mark the resurgence of luxury nightlife experiences in New York with dynamic food and beverage venues and programming that will make Faena the ultimate destination for the sophisticated traveler to New York.
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
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.
About the Company
ABOUT FAENA GROUP Founded by Alan Faena, Faena Group specializes in the creation of one-of-a-kind holistic environments anchored in cultural experiences and socially responsible projects that integrate residences and hotels with art and cultural spaces. Faena Group is rooted in ideas and concepts that have the power to reshape and enhance our world. The projects it develops are platforms for personal expression and cultural interaction--destination landmarks that inspire original thinking. Since 2000, Alan Faena has partnere...
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