Guest Relations Representative

Date:  Sep 6, 2019
Property:  FASHION ISLAND HOTEL (0015)

Newport Beach, CA, 92660

Division:  Fashion Island Hotel (FIH)
Req ID:  30237

Position Summary:

Our Customer Experience Agent will provide an energetic, outgoing, upbeat and technology savvy experience for all of our guests.  From the time our guests arrive, you will be responsible for greeting them, checking them in, accompanying them to their rooms, delivering their luggage, and acting in a concierge role to accommodate special requests, offer suggestions of the “happenings” in the hotel or surrounding area to ensure they enjoy their stay.

Job Duties:
  • Assisting in preregistration of rooms for reservations.
  • Issuing and closing safe deposit boxes used by guests.
  • Handle any hotel emergency and safety situations utilizing proper communication and operating procedures of the hotel.
  • Perform night audit duties and adhere / complete Night Audit checklist during the overnight shift.
  • Maintaining knowledge of current events, activities, hours of operation and dining options currently available.
  • Helping guests with buying tickets to shows, local attractions, making reservations at restaurants, getting a rental car or hailing a taxi.
  • Follow check in/out, money handling and billing procedures, to include:
    • Posting charges to guest accounts as required.
    • Verifying payment for stay charges, including incidentals, by obtaining credit information.
    • Providing accurate statements and collecting all payments due.
    • Accurate accounting of cash bank.
  • Able to successfully handle a variety of technology:
    • Hotel computer equipment, systems and software.
    • Phones: answering incoming calls, utilizing switchboard, assisting guests with local and long distance calls, wake-up calls.
    • Paging, radio and earpiece equipment.
Minimum Qualifications / Other Expectations:
  • College degree preferred.
  • Previous customer service experience required, including the ability to work in an environment  providing a high level of customer service to guests, with discretion and professionalism.
  • Excellent communication and organizational skills.
  • Strong attention to detail and the ability to handle multiple tasks.
  • Be a strong team player and partner with management and other employees in a professional manner.
  • Respond to hotel emergency or safety situation based on hotel standards.
  • Proficiency in a second language preferred.
  • Experience in the hospitality industry or similar industry is preferred.

About Us:
Fashion Island Hotel (a part of Irvine Company’s Coastal Collection) is located in the heart of Newport Beach and is an oasis of premium coastal luxury - with a pulse.

With stunning city and harbor views, impeccably designed guest rooms and suites, more than 23,000 feet of event space including the largest ballroom in Newport Beach and much more - Fashion Island Hotel is in the center of it all.

Our employee community is comprised of hard-working, dedicated hospitality professionals who deliver genuine, personalized service that stays with guests long after they’ve left. It’s an environment populated with talented, passionate and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.

Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

Job Segment: Customer Service Representative, Customer Service