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
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