Assistant Guest Experience Manager

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 Assistant Guest Experience Manager supports the Guest Experience Manager in overseeing the daily operations of the Front Desk, Bell/Door, and Guest Experience. This position ensures that the front office team delivers a flawless arrival, stay, and departure experience for every guest. The Assistant Guest Experience Manager provides leadership, coaching, and hands-on support to staff while maintaining Faena’s standards of luxury service and efficiency.

This position has an annual compensation rate of $85,000.

DUTIES AND 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.

Qualifications

QUALIFICATIONS DESIRED

• 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.
• Bachelor's degree in Hospitality or related field preferred.
• Ability to handle pressure while maintaining professionalism and a luxury demeanor.
• Experience managing service recovery and escalations with confidence.

SKILLS

• 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.

PHYSICAL DEMANDS AND 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 work 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.