Guest Experience Controller

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.

Job Description

As a Guest Experience Controller, you will serve as a key point of contact for guests before, during, and throughout their stay. This dynamic, role is a combination of the warmth of hospitality with strategic upselling to elevate the guest journey. You'll handle inbound requests for in-room dining, amenities, and special services while simultaneously driving revenue through proactive room control selling—offering upgrades, add-ons, and personalized stay enhancements. This hybrid role requires exceptional communication skills, a high level of organization, and the ability to multitask across departments in a fast-paced luxury environment. This is not a traditional call center or front desk job—it’s an integration of guest engagement and revenue-generating role. You'll help create memorable and unforgettable stays while influencing the business in meaningful ways. It’s the perfect opportunity for someone passionate about hospitality and looking to grow in both service and sales.

This full time position has a hourly compensation rate of $38.00 an hour.

DUTIES AND RESPONSIBILITIES

• Manage daily room assignment process to ensure guest preferences and operational requirements are met. 
• Coordinate with Housekeeping and Front Office teams to prioritize room readiness based on arrival patterns and VIP needs. 
• Maintain accurate records of room inventory, out-of-order rooms, and special blockings. 
• Apply dynamic selling strategies to match guest preferences with room availability.
• Collaborate with Front Office and Revenue teams to align on upgrade targets and performance goals.
• Act as liaison between Reservations, Front Desk, Housekeeping, and Engineering to support seamless room allocation. 

In-Room Dining Order Coordination

• Answer guest calls promptly and professionally, taking orders for in-room dining, amenities, or service requests, and detailed order confirmations. 
• Provide knowledgeable recommendations and anticipate guest needs.
• Coordinate accurate delivery with internal departments and ensure timely service.
• Follow up on guest requests to ensure satisfactions
• Input orders accurately into the POS system and coordinate with kitchen and service teams for timely delivery. 
• Monitor order times and follow up to ensure guest satisfaction and prompt resolution of any issues. 
• Update guests on any menu changes, unavailable items, or special promotions. 

Guest Experience & Communication

• Respond to guest requests with efficiency, grace, and discretion. 
• Handle VIP and special occasion arrangements, ensuring personalized attention to detail. 
• Ensure all communication between departments regarding room statuses or IRD orders is clear and timely. 

Administrative & System Support

• Use Opera or similar PMS to manage room blocking and guest profiles. 
• Utilize POS and dining systems to ensure accurate order entry and guest billing. 
• Maintain records and logs for IRD orders, room readiness, and departmental coordination. 

Qualifications

• Minimum 2-3 years of experience in front office, reservations, or guest services within luxury hospitality. 
• Experience in in-room dining or F&B coordination highly preferred.
• Proficiency in Opera (PMS), POS systems, and Microsoft Office Suite.
• Ability to multitask in a dual-function role while maintaining poise and professionalism.
• Strong verbal communication and written skills.
• Availability to work a flexible schedule including weekends, evenings, and holidays.
• Fluent in English; additional languages a plus

SKILLS

• Exceptional organizational and multitasking abilities. 
• Natural communicator with strong listening and problem-solving skills.
• Strong guest service orientation and problem-solving mindset. 
• Professional phone etiquette and interpersonal communication skills. 
• Ability to thrive in a high-volume, detail-oriented, luxury environment. 
• Discretion and confidentiality handling guest preferences and VIP logistics

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

Additional Information

All your information will be kept confidential according to EEO guidelines.