Guest Relations Agent at Accor

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Jan, 26

Salary

36.0

Posted On

09 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Service Standards, Communication Skills, Opera PMS, Microsoft Office Suite, Emotional Intelligence, Detail-Oriented, Organizational Skills, Problem Solving, Professionalism, Hospitality, Relationship Building, Discretion, Calm Under Pressure, Personalized Service, VIP Recognition, Feedback Management

Industry

Hospitality

Description

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.

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Responsibilities

The Guest Relations Agent ensures every guest feels welcomed and valued from arrival to departure. This role involves managing guest requests, handling complaints, and coordinating with various hotel departments to provide an elevated guest experience.