Faena New York ยท 1 day ago
Assistant Guest Experience Manager
NYC Metro Area
Full-time
Onsite
Mid Level
$85K/yr - $85K/yr
3+ years expFaena New York is a luxury hotel known for its sophisticated ambiance and exceptional service. The Assistant Guest Experience Manager plays a crucial role in overseeing daily operations at the front desk and ensuring a flawless guest experience through leadership and support.
Responsibilities
Supervise and support the daily activities of the Front Desk and Bell/Door staff, ensuring smooth guest flow and timely service
Oversee guest check-in/check-out processes, billing accuracy, and pre-arrival preparations
Act as Manager on Duty as needed, handling guest complaints, special requests, and service recovery
Ensure consistent delivery of Forbes 5-star service standards across all guest touchpoints
Train, mentor, and coach front office team members to enhance performance, professionalism, and guest engagement
Assist with scheduling, payroll submission, and time & attendance tracking
Support the management of VIP, group, and special occasion arrivals
Collaborate with Housekeeping, Concierge, IRD, and Engineering to resolve issues quickly and efficiently
Monitor room inventory and coordinate with the Rooms Controller for effective room assignments
Ensure all equipment and systems are functioning properly, reporting malfunctions or maintenance needs promptly
Qualification
Required
Minimum 3 years of Front Office or Guest Services experience in a luxury hotel
Prior supervisory or team lead experience required
Strong understanding of PMS systems (Opera preferred), guest satisfaction software, and service protocols
Ability to handle pressure while maintaining professionalism and a luxury demeanor
Experience managing service recovery and escalations with confidence
Exceptional communication, leadership, and guest service skills
Detail-oriented with strong multitasking and time management abilities
Calm under pressure and adept at problem-solving
High level of emotional intelligence and ability to motivate teams
Ability to build and maintain relationships with guests and internal departments
Preferred
Bachelor's degree in Hospitality or related field preferred
Company
Faena New York
In the heart of West Chelsea, FAENA NEW YORK brings its signature blend of art, culture, and soulful hospitality to Manhattan.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase