Job Description
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 DescriptionThe Guest Relations Manager is the guardian of the guest journey — ensuring every experience from pre-arrival to departure reflects the warmth, precision, and artistry of the Faena brand. This role leads the Guest Relations team in anticipating guest needs, managing VIP programs, and curating personalized experiences that turn moments into memories. The Guest Relations Manager acts as the central liaison between guests and all departments, championing service excellence and consistency.
This full-time position has an annual salary of $100,000.
DUTIES AND RESPONSIBILITIES
Oversee all guest relations operations, ensuring exceptional service and seamless coordination across departments
Manage all VIP, celebrity, and repeat guest programs, maintaining discretion and accuracy of preferences
Lead pre-arrival communication and personalized itinerary creation for high-profile guests
Conduct meet-and-greets for VIP and suite arrivals, ensuring thoughtful touches and immediate resolution of needs
Monitor guest satisfaction scores and feedback channels, implementing action plans to enhance experience quality
Supervise and mentor Guest Relations Agents and Butlers, fostering proactive communication and team cohesion
Conduct daily pre-shift briefings, assigning guest assignments and reviewing arrivals and departures
Coordinate with Front Office, Concierge, Housekeeping, and F&B to ensure all guest touchpoints are aligned
Handle guest recovery situations with professionalism, empathy, and strategic follow-up
Maintain accurate guest profiles, notes, and preferences in PMS and CRM systems
Analyze guest trends and feedback to develop initiatives that drive loyalty and recognition
Ensure compliance with brand standards and departmental SOPs
Prepare daily VIP reports and communicate updates to executive leadership
3–5 years of luxury hotel guest relations or front office management experience
Proven leadership skills with ability to inspire and motivate teams
Deep knowledge of luxury service standards, guest psychology, and brand storytelling
Proficiency in Opera PMS, Microsoft Office, and CRM systems
Fluent in English; additional languages strongly preferred
SKILLS
Elevated communication and emotional intelligence
Strong organizational and problem-solving ability
Refined presentation and interpersonal poise
Capable of handling confidential information with discretion
Creative, detail-driven, and adaptable to changing priorities
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
All your information will be kept confidential according to EEO guidelines.
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