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 the hotel throughout all stages of the guest’s stay, curating monumental memories for discerning travelers with an astute taste for luxury. Collaborating seamlessly with all departments and working in cohesion with the Front Office, this position is responsible to exquisite orchestration of guest experience. 

Duties And Responsibilities 

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:

1. All Resort guest.
2. Scheduled daily activities.
3. In-house groups.
4. Resort extension numbers.
5. Beeper number/radios carried by resort personnel.
6. All special requests (DND, screen calls, NRG, etc.)
7. Hours of operation of each outlet.
8. Features and services provided by the resort.

• Assist 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.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.   
• Requires good communication skills, both verbal and written. 
• Must possess basic computer skills, including Word, Lotus, Excel, and Account Management software. 
• Must have excellent interpersonal and sales-related skills.
• Must have exceptional organizational skills.
• Must be able to handle multiple tasks and projects daily.
• Must be able to accurately type at least 50 words per minute.
• Must be able to work independently with little or no supervision.
• Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.
• Accept, record and deliver wake-up calls.
• Provide callers with accurate information on resort facilities and services.
• Accept and process all guest requests for:

1. Screening calls.
2. Do not disturb.
3. Call forwarding.
4. Conference calls.
5. Non-registered guest.
6. Dedicated phone & fax lines.

• Monitor telephone system problems and maintain log of such.
• Assist in emergency situations as central communication center for resort.