Guest Experience Agent

THE FAENA CULTURE

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.

JOB OVERVIEW

The Guest Experience Agent represents Faena throughout all stages of the guest’s stay, especially focused on the arrival and departure process, and curating memories for discerning travelers. This role works to achieve the highest level of guest satisfaction during the arrival and departure process, plus responding to a wide variety of guest requests, assessing guest needs, adding personal recommendations, and aligning with Faena and 5-star standards. This position works within the Front Office, and collaborates with all departments to ensure guest satisfaction.

DUTIES AND RESPONSIBILITIES

• Handles all guest interactions with the highest level of hospitality and professionalism, in accordance with resort and Forbes Five Star standards. Accommodating special requests whenever possible.
• Ability to think logistically and solve problems as needed.
• Positive attitude and great communication skills, willing to work on a team.
• Working knowledge of Opera PMS.
• Having attention to detail.
• Works to achieve the highest level of guest satisfaction during the arrival and departure, plus responding to a wide variety of guest requests, assessing guest needs, and adding personal recommendations.
• Maintains complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintains complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Monitors and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintains complete knowledge of:
  • Resort operations including all operational hours
  • Daily scheduled activities, including pop up events and groups
  • In house guests, and in house groups
  • Resort extension numbers
  • Making note of guest preferences and special requests
  • Amenities provided by the resort

• Assists with the immediate acknowledgement of all guests; including assisting guests throughout the Cathedral and reception area with all requests (i.e. registration, check-out, special requests or preferences, itinerary, etc.).
• Documenting guest complaints and ensuring proper follow up and follow through to ensure complaint is fully resolved.

PHYSICAL ABILITIES

Ability to lift up to 25 pounds; Ability to move safely in uneven terrain or in confined spaces; Ability to see and respond to dangerous situations; Ability to remain in stationary position for 8 hours or more; Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task; Availability to work When Facility Is Open (24hours): This could include nights, weekends, and holidays.

• CPR and First Aid certified.
• Medium Work: Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly to move objects.
• May occasionally lift and/or move up to 25 pounds.