FAENA
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: 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.
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: 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.