Guest Experience Agent

EDITION Hotels represent a unique collaboration between visionary boutique hotelier Ian Schrager and the global luxury hospitality brand Marriott International. This brand is recognized for blending the charm and personality of boutique hotels with the polished service and global reach characteristic of Marriott. The result is a hotel experience that caters to sophisticated consumers who appreciate originality, design, and high service standards without conventional limitations. EDITION Hotels' approach fuses perfectionism with individualism, combining comfort with charisma in a way that delivers a memorable and theatrical service experience. This creates an environment where guests are continuously delighted and enchanted throughout their stay.

Located at 701 7th Ave, New York, NY, EDITION offers a spirited workplace that values diversity, inclusion, and the unique strengths each associate brings. The company is committed to equal opportunity employment and embraces a culture of respect, collaboration, and service excellence. As part of Marriott International’s portfolio, EDITION provides career opportunities framed by a global network and a commitment to developing the best version of every team member.

The role available is a full-time, non-management position within Rooms & Guest Services Operations with a competitive pay range of $31.83 to $42.45 per hour. This position is pivotal to the guest experience as it serves as a primary point of contact to answer, record, and process all guest calls, requests, and inquiries. The successful candidate will operate the telephone switchboard station, managing requests such as wake-up calls, call screening, do not disturb settings, call forwarding, conference calls, TDD relay calls, and concerns from non-registered guests.

The job requires maintaining clear communication with guests regarding messages and call statuses, activating or deactivating guest room message lights appropriately, and assisting with internet access issues by connecting guests to customer support as needed. Critical responsibilities include monitoring multiple lines, updating callers on hold, and delivering messages accurately and legibly. Additionally, the role involves following up with guests to ensure their requests are fulfilled satisfactorily and dispatching bell or valet staff to assist guests as necessary.

Candidates joining EDITION Hotels will be vital to upholding company standards, including maintaining confidentiality, ensuring professionalism in appearance and demeanor, and contributing to a respectful, service-oriented environment. The role demands physical agility such as standing, sitting, or walking for extended periods, and performing light manual tasks like lifting or moving objects up to 10 pounds.

This position offers a unique opportunity to engage with a culturally rich and dynamic team that values genuine guest interaction, teamwork, and continuous improvement. Emphasizing soft skills and professionalism, the role demands clear and courteous communication, a positive attitude, and teamwork towards shared goals. The company fosters an environment where service is heartfelt and innovative, prioritizing guests’ satisfaction through personalized attention and reliable support.

At EDITION, employees are encouraged to grow professionally and personally in a setting that combines the vibrancy of a boutique hotel with the resources of a world-class hotel group. Working here means not only embracing the brand’s ethos of polished personality and impeccable service but also having the platform to shine and develop your career within Marriott International’s expansive hospitality network.