Guest Experience Ambassador

Job Description

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.

As a Guest Experience Ambassador at Faena New York, you are an essential part of the guest journey—providing thoughtful, attentive service from the moment guests arrive to the moment they depart. You will warmly welcome each guest, assist with their belongings, and ensure their experience is marked by ease, luxury, and genuine hospitality.

From managing luggage and escorting guests to their rooms, to coordinating with various departments and delivering prompt service, this role supports the overall guest experience with poise and efficiency. You are the face of Faena—bringing elegance, knowledge, and care to every interaction.

This full time position has an hourly rate of $27.00 per hour.

DUTIES AND RESPONSIBILITIES

• Greet and engage guests upon arrival, offering a warm and professional welcome.

• Transport luggage and personal items to guest rooms promptly, ensuring accuracy and care.

• Provide an overview of room features, including in-room technology, and inform guests of hotel services and amenities.

• Respond swiftly to guest requests, including deliveries of packages, messages, amenities, and newspapers.

• Support guest movements efficiently during check-in, check-out, room changes, and group arrivals.

• Maintain cleanliness, organization, and presentation in all guest-facing areas including the lobby, entryway, bell desk, and luggage storage.

• Keep all service equipment, such as luggage carts, polished and in working condition.

• Coordinate effectively with Concierge, Guest Experience Agents, Housekeeping, and other departments to ensure guest requests are fulfilled.

• Deliver items such as packages, flowers, gifts, amenities, food deliveries (ex: Uber Eats, GrubHub, etc.) and other special requests with care and discretion.

• Secure and correctly tag stored luggage; manage storage and retrieval accurately.

• Remain attentive and composed under pressure during peak times or guest transitions.

• Offer recommendations on hotel dining, spa, cultural offerings, and local attractions.

• Assist with in-room tours or property tours as needed.

• Observe and maintain guest confidentiality, safety, and security at all times.

• Practice teamwork, attend daily briefings, and support leadership with additional tasks as needed.

• Promote and embody Faena's values and brand presence—both within the hotel and out in the community

• Minimum 1–2 years of experience in a luxury hotel, resort, or high-end residential setting.

• Exceptional guest service skills with a warm, professional, and polished demeanor.

• Ability to lift and carry luggage, packages, or other items up to 50 lbs, and stand or walk for extended periods.

• Strong knowledge of New York City geography, landmarks, and transportation options.

• Familiarity with Forbes 5-Star service standards and luxury etiquette.

• Comfortable operating elevators and assisting with mobility support devices.

• Proficient in English; multilingual preferred (especially Spanish/French).

• Excellent communication, situational awareness, and ability to read guest cues.

• Flexible to work nights, weekends, holidays, and outdoor conditions as needed.

• Valid driver’s license or valet experience a plus.

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.