Job Description

The Assistant Guest Experience Manager supports the Guest Experience Manager in overseeing the daily operations of the Front Desk, Bell/Door, and Guest Experience. This position ensures that the front office team delivers a flawless arrival, stay, and departure experience for every guest. The Assistant Guest Experience Manager provides leadership, coaching, and hands-on support to staff while maintaining Faena’s standards of luxury service and efficiency.

This position has an annual compensation rate of $85,000.

DUTIES AND RESPONSIBILITIES

• Supervise and support the daily activities of the Front Desk and Bell/Door staff, ensuring smooth guest flow and timely service.

• Oversee guest check-in/check-out processes, billing accuracy, and pre-arrival preparations.

• Act as Manager on Duty as needed, handling guest complaints, special requests, and service recovery.

• Ensure consistent delivery of Forbes 5-star service standards across all guest touchpoints.

• Train, mentor, and coach front office team members to enhance performance, professionalism, and guest engagement.

• Assist with scheduling, payroll submission, and time & attendance tracking.

• Support the management of VIP, group, and special occasion arrivals.

• Collaborate with Housekeeping, Concierge, IRD, and Engineering to resolve issues quickly and efficiently.

• Monitor room inventory and coordinate with the Rooms Controller for effective room assignments.

• Ensure all equipment and systems are functioning properly, reporting malfunctions or maintenance needs promptly.

Qualifications

QUALIFICATIONS DESIRED

• Minimum 3 years of Front Office or Guest Services experience in a luxury hotel.
• Prior supervisory or team lead experience required.
• Strong understanding of PMS systems (Opera preferred), guest satisfaction software, and service protocols.
• Bachelor's degree in Hospitality or related field preferred.
• Ability to handle pressure while maintaining professionalism and a luxury demeanor.
• Experience managing service recovery and escalations with confidence.

SKILLS

• Exceptional communication, leadership, and guest service skills.
• Detail-oriented with strong multitasking and time management abilities.
• Calm under pressure and adept at problem-solving.
• High level of emotional intelligence and ability to motivate teams.
• Ability to build and maintain relationships with guests and internal departments.

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.