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Guest Relations Manager
Faena
Oversee guest relations, VIP programs, and personalized experiences for luxury guests.
6d ago
$100,000 - $100,000
Intermediate (4-7 years), Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
New York, NY
Office Full-Time
Company Size
1,000 Employees
Service Specialisms
Real estate development
Hotel operations
Spa and wellness
Cultural programming
Event management
Restaurant operations
Theater and live entertainment
Sector Specialisms
Hospitality
Luxury Hotels
Real Estate Development
Urban Design
Architecture
Culinary Concepts
Experiential Retail
Healing and Wellness
Role
What you would be doing
data analysis
itinerary planning
vip reporting
pms management
guest recovery
team supervision
- Supervise and mentor Guest Relations Agents and Butlers, fostering proactive communication and team cohesion
- Lead pre-arrival communication and personalized itinerary creation for high-profile guests
- Analyze guest trends and feedback to develop initiatives that drive loyalty and recognition
- Manage all VIP, celebrity, and repeat guest programs, maintaining discretion and accuracy of preferences
- Conduct meet-and-greets for VIP and suite arrivals, ensuring thoughtful touches and immediate resolution of needs
- Prepare daily VIP reports and communicate updates to executive leadership
- Handle guest recovery situations with professionalism, empathy, and strategic follow-up
- Ensure compliance with brand standards and departmental SOPs
- Maintain accurate guest profiles, notes, and preferences in PMS and CRM systems
- Monitor guest satisfaction scores and feedback channels, implementing action plans to enhance experience quality
- 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
- Oversee all guest relations operations, ensuring exceptional service and seamless coordination across departments
What you bring
opera pms
microsoft office
crm
leadership
problem solving
3-5 yrs
- Proficiency in Opera PMS, Microsoft Office, and CRM systems
- Strong organizational and problem-solving ability
- Proven leadership skills with ability to inspire and motivate teams
- Refined presentation and interpersonal poise
- Creative, detail-driven, and adaptable to changing priorities
- Endure various physical movements throughout the work areas
- Fluent in English; additional languages strongly preferred
- Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift
- Deep knowledge of luxury service standards, guest psychology, and brand storytelling
- Capable of handling confidential information with discretion
- Elevated communication and emotional intelligence
- 3–5 years of luxury hotel guest relations or front office management experience
- Ability to move safely in uneven terrain or in confined spaces
- 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
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- Founded with a vision to blend art, design, and luxury into every experience.
- A pioneer in transforming urban spaces through its iconic hotels, residences, and cultural institutions.
- The company has developed some of the most luxurious and artistic resorts worldwide.
- Known for its high-end properties, including hotels, residences, and commercial spaces.
- Specializes in creating immersive environments where architecture meets culture and luxury.
- Projects span across major global cities, focusing on luxury, art, and hospitality design.
- They consistently collaborate with renowned architects, artists, and designers.
- Recognized for its cutting-edge architectural designs and commitment to delivering exceptional experiences.
- Hosts Earth Day and World Ocean Day public events including beach cleanups, open-water swim challenges and educational programming on water quality and marine ecosystems.
- Offers farm-to-table dining at Campo with locally sourced ingredients and use of sustainable Zero Acre sugarcane oil.
- Faena House residential building features energy-efficient lighting/appliances, advanced climate control systems, water-saving fixtures and irrigation, passive cooling through native landscaping and natural ventilation.
- Faena House uses recycled and locally sourced construction materials and maximizes natural light to reduce artificial lighting.
- Passive architectural design in Miami reduces need for mechanical cooling and irrigation.
- No publicly stated net-zero target date on official channels.
- No publicly available DEI strategy or gender statistics on official website or LinkedIn.
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