Guest Services Agent

The Fifth Avenue Hotel, an award-winning luxury destination, is seeking a Guest Experience Butler to join our team. Nestled in the heart of Manhattan, our hotel is a vibrant oasis featuring 149 beautifully appointed guest rooms, where personal service, extraordinary design, distinctive cuisine, compelling art, and immersive cultural experiences come together to create something truly exceptional. At The Fifth, every detail is intentional. We invite our guests to experience the hotel as a flâneur—where curiosity is sparked, stories unfold, and no two stays are ever the same. Position Overview As a Guest Experience Butler, you will deliver highly personalized, anticipatory service that ensures each guest enjoys a seamless and unforgettable stay. Serving as a key contact for VIPs, suite guests, and long-stay clientele, you will combine traditional butler services with modern luxury standards to craft bespoke, story-worthy moments. Key Responsibilities Curate meaningful, memorable guest experiences that reflect The Fifth Avenue Hotel’s unique identity and storytelling approach. Embody Flâneur Culture by anticipating guest needs with artistry, curiosity, and intuitive care. Five-Star Service Excellence Consistently deliver a luxury, five-star (and beyond) standard of hospitality to every guest. Serve as a dedicated point of contact for VIPs and suite guests, ensuring bespoke service at every touchpoint. Arrival & Departure Welcome guests upon arrival, assist with check-in, and escort them to their accommodations. Provide personalized room orientations, highlighting hotel features, guest amenities, and our distinctive art collection. In-Room Services Offer personalized in-room services including unpacking/packing, garment care and pressing, shoe shine, amenity delivery, room inspections, and morning wake-up experiences. Ensure guest rooms are impeccably maintained and thoughtfully arranged. Personalized Guest Assistance Coordinate guest requests including dining, transportation, shopping, and special occasion planning. Collaborate with the Concierge team to fulfill bespoke experiences and secure reservations. Guest Communication Respond to guest inquiries via phone, email, and messaging platforms with professionalism and warmth. Ensure timely and effective communication across all interaction channels. Guest Relations & Recovery Address guest concerns promptly and take ownership of resolutions. Track and communicate guest feedback to ensure continuous service improvement. Loyalty & Recognition Identify VIP and returning guests, creating personalized "surprise and delight" moments. Capture guest preferences to craft a narrative of continuity for future visits. Partner with Housekeeping, Front Office, Food & Beverage, Engineering, and other departments to ensure seamless service delivery. Safety & Security Maintain awareness of guest and staff safety in public areas and respond appropriately to incidents in coordination with hotel security. Qualifications High school diploma or equivalent preferred Previous luxury hospitality experience preferred (2+ years in luxury hotels, private estates, or cruise lines ideal) Deep understanding of five-star service, refined etiquette, poise, and discretion Exceptional communication and customer service skills; multilingual ability is a plus Strong attention to detail, organizational skills, and the ability to multitask in a fast-paced environment Physically active role requiring extended periods of standing, walking, bending, reaching, and lifting up to 75 lbs. Why Join Us? The Fifth Avenue Hotel is more than a workplace—it’s a destination where creativity, culture, and hospitality meet. As part of our award-winning team, you will play a vital role in shaping unforgettable guest journeys in one of New York City’s most distinctive luxury hotels. #J-18808-Ljbffr