FAENA
Overview
As a Guest Experience Controller, you will serve as a key point of contact for guests before, during, and throughout their stay. This dynamic role blends hospitality with strategic upselling to elevate the guest journey. You\u2019ll handle inbound requests for in-room dining, amenities, and special services while driving revenue through proactive room control selling, upgrades, add-ons, and personalized stay enhancements. This hybrid role requires excellent communication, strong organization, and the ability to multitask across departments in a fast-paced luxury environment. This is not a traditional call center or front desk job; it\u2019s an integration of guest engagement and revenue generation. You\u2019ll help create memorable stays while positively impacting the business. It\u2019s a great opportunity for someone passionate about hospitality and growth in service and sales.
This full-time position has an hourly compensation rate of $38.00 per hour.
Responsibilities
Manage daily room assignment process to ensure guest preferences and operational requirements are met.
Coordinate with Housekeeping and Front Office teams to prioritize room readiness based on arrival patterns and VIP needs.
Maintain accurate records of room inventory, out-of-order rooms, and special blockings.
Apply dynamic selling strategies to match guest preferences with room availability.
Collaborate with Front Office and Revenue teams to align on upgrade targets and performance goals.
Act as liaison between Reservations, Front Desk, Housekeeping, and Engineering to support seamless room allocation.
In-Room Dining Order Coordination
Answer guest calls promptly and professionally, taking orders for in-room dining, amenities, or service requests, and detailed order confirmations.
Provide knowledgeable recommendations and anticipate guest needs.
Coordinate accurate delivery with internal departments and ensure timely service.
Follow up on guest requests to ensure satisfaction.
Input orders accurately into the POS system and coordinate with kitchen and service teams for timely delivery.
Monitor order times and follow up to ensure guest satisfaction and prompt resolution of any issues.
Update guests on any menu changes, unavailable items, or special promotions.
Guest Experience & Communication
Respond to guest requests with efficiency, grace, and discretion.
Handle VIP and special occasion arrangements, ensuring personalized attention to detail.
Ensure all communication between departments regarding room statuses or IRD orders is clear and timely.
Administrative & System Support
Use Opera or similar PMS to manage room blocking and guest profiles.
Utilize POS and dining systems to ensure accurate order entry and guest billing.
Maintain records and logs for IRD orders, room readiness, and departmental coordination.
Qualifications
Minimum 2-3 years of experience in front office, reservations, or guest services within luxury hospitality.
Experience in in-room dining or F&B coordination highly preferred.
Proficiency in Opera (PMS), POS systems, and Microsoft Office Suite.
Ability to multitask in a dual-function role while maintaining poise and professionalism.
Strong verbal communication and written skills.
Availability to work a flexible schedule including weekends, evenings, and holidays.
Fluent in English; additional languages a plus
Skills
Exceptional organizational and multitasking abilities.
Natural communicator with strong listening and problem-solving skills.
Strong guest service orientation and problem-solving mindset.
Professional phone etiquette and interpersonal communication skills.
Ability to thrive in a high-volume, detail-oriented, luxury environment.
Discretion and confidentiality handling guest preferences and VIP logistics.
Physical Demands & Work Environment
Endure various physical movements throughout the work areas.
Ability to move safely in uneven terrain or in confined spaces.
Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout the shift.
Medium Work: Exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly moving objects, may occasionally lift and/or move up to 25 pounds.
All your information will be kept confidential according to EEO guidelines.
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This full-time position has an hourly compensation rate of $38.00 per hour.
Responsibilities
Manage daily room assignment process to ensure guest preferences and operational requirements are met.
Coordinate with Housekeeping and Front Office teams to prioritize room readiness based on arrival patterns and VIP needs.
Maintain accurate records of room inventory, out-of-order rooms, and special blockings.
Apply dynamic selling strategies to match guest preferences with room availability.
Collaborate with Front Office and Revenue teams to align on upgrade targets and performance goals.
Act as liaison between Reservations, Front Desk, Housekeeping, and Engineering to support seamless room allocation.
In-Room Dining Order Coordination
Answer guest calls promptly and professionally, taking orders for in-room dining, amenities, or service requests, and detailed order confirmations.
Provide knowledgeable recommendations and anticipate guest needs.
Coordinate accurate delivery with internal departments and ensure timely service.
Follow up on guest requests to ensure satisfaction.
Input orders accurately into the POS system and coordinate with kitchen and service teams for timely delivery.
Monitor order times and follow up to ensure guest satisfaction and prompt resolution of any issues.
Update guests on any menu changes, unavailable items, or special promotions.
Guest Experience & Communication
Respond to guest requests with efficiency, grace, and discretion.
Handle VIP and special occasion arrangements, ensuring personalized attention to detail.
Ensure all communication between departments regarding room statuses or IRD orders is clear and timely.
Administrative & System Support
Use Opera or similar PMS to manage room blocking and guest profiles.
Utilize POS and dining systems to ensure accurate order entry and guest billing.
Maintain records and logs for IRD orders, room readiness, and departmental coordination.
Qualifications
Minimum 2-3 years of experience in front office, reservations, or guest services within luxury hospitality.
Experience in in-room dining or F&B coordination highly preferred.
Proficiency in Opera (PMS), POS systems, and Microsoft Office Suite.
Ability to multitask in a dual-function role while maintaining poise and professionalism.
Strong verbal communication and written skills.
Availability to work a flexible schedule including weekends, evenings, and holidays.
Fluent in English; additional languages a plus
Skills
Exceptional organizational and multitasking abilities.
Natural communicator with strong listening and problem-solving skills.
Strong guest service orientation and problem-solving mindset.
Professional phone etiquette and interpersonal communication skills.
Ability to thrive in a high-volume, detail-oriented, luxury environment.
Discretion and confidentiality handling guest preferences and VIP logistics.
Physical Demands & Work Environment
Endure various physical movements throughout the work areas.
Ability to move safely in uneven terrain or in confined spaces.
Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout the shift.
Medium Work: Exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly moving objects, may occasionally lift and/or move up to 25 pounds.
All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr