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FAENA · 10 hours ago

Guest Experience Controller

New York, NY

Full-time

Onsite

Entry, Mid Level

$38/hr - $38/hr

2+ years exp

FAENA is a cultural and community-oriented company known for its luxurious hospitality experiences. The Guest Experience Controller will be a key point of contact for guests, managing their requests and enhancing their stay while driving revenue through upselling and personalized services.

EventsHospitalityHotelProperty DevelopmentReal EstateResorts

Growth Opportunities

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

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 satisfactions

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

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

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

Qualification

Opera (PMS)POS systemsIn-room dining experienceMicrosoft Office SuiteMultitaskingGuest service orientationProfessional phone etiquetteDiscretionVerbal communicationWritten communicationProblem-solving skillsInterpersonal communicationAttention to detailConfidentiality