Guest Relations Representative

Date:  Nov 24, 2019
Property:  FASHION ISLAND HOTEL (0015)

Newport Beach, CA, 92660

Division:  Fashion Island Hotel (FIH)
Req ID:  21212

Position Summary:

Job Duties:

Display at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.

Welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures.

Handle a multitude of keys.

Quote and be familiar with room and rate availability for current and future dates.

Accept reservations, changes and cancellations

Select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested.

Work closely with staff to coordinate the efficient handling of guest luggage and follow up on guest requests.

Handle guest problems or complaints.

Utilize the computer system in running daily reports and in blocking special requests.

Keep all support departments informed of necessary information or requests.

Handle safety deposit box requests; including distributing, giving access to and closing procedures.

Complete key packets and vouchers, and to modify registration cards.

Check guests out of the hotel in accordance with procedures; make change, cash checks, exchange foreign currency, and post charges to guest accounts.

Maintain a balanced bank assigned to you from the hotel.

Reconcile all transactions at the close of the shift and to cash out.

Provide accurate information to guests in a courteous manner; fill all reasonable guests’ requests or requirements; anticipates guests needs.

Take messages for in-house or arriving guests in accordance with procedures, with an emphasis on accuracy and proper follow-up.

Know what activities are available in the city, ie. theater, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.

Recite all hotel services, hours of operation, key personnel, hotel policies, etc.

Keep senior management well-informed of any guest’s problems or complaints, and action taken .

Assist in the reconciliation of charges (i.e., limousines, car rentals, flowers, tours).

Display a high level of integrity and professionalism at all times in dealing with guests, employees and outside contacts.

Handle hotel emergency procedures and situations with maturity and professionalism.


Maintain 5 diamond service standards

Provide lateral service wherever is necessary in the hotel

Maintain a professional demeanor at all times to everyone

Embody mission, vision and values of the hotel daily

Provide general information and inquiries to all callers and is familiar with all hotel services, hours of operation, key hotel personnel, daily activities, special function, etc.

Respond properly in any hotel emergency or safety situation.


Minimum Qualifications:

Reading, writing and oral proficiency in the English language.

A desire to consistently deliver exceptional customer service.

Excellent communication skills.

Computer proficiency.

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.

The 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