Overnight Guest Experience Manager

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.

The Overnight Guest Experience Manager is responsible for the smooth operation of the hotel’s front office during the overnight shift. This position ensures all guest services, check-ins, security coordination, and night audit processes are executed accurately and to Faena’s 5-star standards. The Overnight Guest Experience Manager also acts as the highest on-site leader during overnight hours, handling guest needs and emergency situations with professionalism and discretion. 

This position has an annual compensation of $95,000 per year. 

DUTIES AND RESPONSIBILITIES 

• Oversee overnight front office operations including arrivals, departures, room assignments, and guest requests. 

• Supervise the Night Audit team ensuring accurate posting, report generation, and financial balancing. 

• Serve as the acting Manager on Duty overnight, addressing guest issues, VIP coordination, and property-related emergencies. 

• Coordinate closely with overnight Security, Housekeeping, and Engineering teams to ensure guest satisfaction and safety. 

• Conduct nightly inspections of public areas, guest floors, and back-of-house for cleanliness, safety, and service readiness. 

• Review daily arrivals and ensure special requests, amenities, and room blocking are in place. 

• Support service recovery efforts with discretion and follow-up to ensure complete guest satisfaction. 

• Monitor room inventory and make decisions regarding late arrivals, early departures, and walk situations. 

• Maintain detailed logbooks and handoffs for the morning leadership team. 

• Train and support overnight staff to ensure compliance with luxury service protocols and emergency procedures. 

• Minimum 3-5 years of front office or guest services leadership experience in a luxury hospitality setting. 

• Prior overnight shift or night audit experience strongly preferred. 

• Familiarity with Opera PMS, Microsoft Office, and guest experience platforms. 

• Ability to lead with confidence and make sound decisions in high-pressure overnight scenarios. 

• Understanding of emergency response, security protocols, and incident reporting. 

• Degree or diploma in Hospitality Management preferred. 

SKILLS 

• Strong leadership and conflict-resolution abilities. 

• Excellent verbal and written communication skills. 

• High attention to detail and accountability in shift reporting. 

• Ability to multitask and prioritize overnight responsibilities independently. 

• Calm, empathetic, and confident demeanor when interacting with guests. 

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.