{"id":1480333,"url":"https://alion.io/job/accor-group-guest-experience-agent-overnight","title":"Guest Experience Agent (Overnight)","company":{"id":8914,"name":"Accor","domain":"accor.com","url":"https://alion.io/company/accor-group","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":78,"open_postings":27,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Hospitality","role_family":"Hospitality","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":36,"currency":"USD","period":"hour","gross":null,"usd_annual":72000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-09-29T18:15:36Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-29T00:36:31Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"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.\nFollowing 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.\n The Guest Experience Agent(Overnight Agent) serves as the heart of the guest journey, providing personalized, anticipatory, and detail-oriented service throughout every stage of the stay. Acting as a liaison between guests and all hotel departments, this role ensures that each interaction reflects Faena’s signature warmth, artistry, and commitment to excellence. The Guest Experience Agent manages pre-arrival coordination, in-stay engagement, and post-departure follow-up, curating memorable moments that transform a stay into a meaningful experience. This position requires exceptional emotional intelligence, communication skills, and a genuine passion for hospitality.\nThis full-time position has hourly compensation of $36.00 an hour.\nDUTIES AND RESPONSIBILITIES\nMaintain complete knowledge of and comply with all departmental policies/service procedures/standards.\n\nResolve guest complaints, ensuring guest satisfaction.\n\nMonitor and maintain cleanliness, sanitation and organization of assigned work areas.\n\nMaintain complete knowledge of all hotel guests, in-house groups, hotel extension numbers, all special requests (DND, screen calls, NRG, etc.), hours of operation of each outlet and features and services provided by the hotel.\n\nAssist with the immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with all requests (i.e. registration, check-out, special requests or preferences, itinerary, etc.\n\nMust be able to speak, read, write and understand the primary language(s) used in the workplace.\n\nMust be able to read and write to facilitate the communication process.\n\nRequires good communication skills, both verbal and written.\n\nMust possess basic computer skills, including Word, Lotus, Excel, and Account Management software.\n\nMust have excellent interpersonal and sales-related skills.\n\nMust have exceptional organizational skills.\n\nMust be able to handle multiple tasks and projects daily.\n\nMust be able to work independently with little or no supervision.\n\nDocument all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.\n\nAccept, record and deliver wake-up calls.\n\nRespond to guest emails in a timely, professional, and service-oriented manner, ensuring accurate follow-up and resolution.\n\nAssist with in-room, property, or hotel tours as needed, delivering clear and engaging information aligned with brand standards.\n\nProvide callers with accurate information on hotel facilities and services.\n\nAccept and process all guest requests for screening calls, do not disturb, call forwarding, conference calls, non-registered guest, monitor telephone system problems and maintain log of such and assist in emergency situations as central communication center for hotel\n\n Minimum 1-2 years of overnight experience in a luxury hotel front desk or guest services position.\n\nWorking knowledge of Opera PMS and related hotel management systems preferred.\n\nFluent in English with exceptional verbal and written communication skills; additional languages are a plus.\n\nFamiliarity with Forbes 5-Star service standards or equivalent luxury brand expectations.\n\nStrong understanding of hotel operations, room categories, reservation workflows, and guest privacy protocols.\n\nProficient with Microsoft Office Suite and basic administrative tasks.\n\nDemonstrated ability to handle guest complaints, service recovery, and VIP protocols with discretion.\n\nHigh school diploma required; hospitality or business coursework preferred.\n\nSKILLS\nExceptional interpersonal skills and emotional intelligence in high-pressure guest situations.\n\nStrong organizational abilities, with the capacity to manage multiple requests and tasks simultaneously.\n\nDetail-oriented with commitment to accurate data entry and guest record maintenance.\n\nAble to maintain a calm, polished demeanor in a busy, guest-facing environment.\n\nTechnologically savvy and confident in using phones, office software, and internal communication tools.\n\nAdaptable, flexible, and willing to support other departments as needed.\n\nService-oriented with a passion for delivering personalized luxury experiences.\n\nStrong emotional intelligence with the ability to read guest cues, anticipate needs, and adapt communication style accordingly.\n\nProven service recovery skills, including the ability to resolve guest concerns efficiently while maintaining composure, professionalism, and brand integrity.\n\nPHYSICAL DEMANDS AND WORK ENVIRONMENT\nEndure various physical movements throughout the work areas\n\nAbility to move safely in uneven terrain or in confined spaces\n\nRemain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift\n\nMedium 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\n\nAll your information will be kept confidential according to EEO guidelines.","description_format":"text","description_chars":6033,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced 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