Guest Relations Representative

Jobs2Web; Newport Beach (CA); On-site; USD 39,000 - 52,000; Full time

Job summary

Jobs2Web is seeking a Customer Experience Agent for Fashion Island Hotel in Newport Beach, CA. You will greet guests, check them in, escort them to rooms and handle luggage, while acting as a concierge to fulfill special requests and guide guests on local happenings.

You will also assist preregistration, manage safes, handle emergencies, and perform night audit tasks. Knowledge of hotel systems and strong communication are essential.

Qualifications

• Minimum of customer service experience with discretion and professionalism.
• Excellent communication and organizational skills.
• Strong attention to detail and ability to handle multiple tasks.
• Be a strong team player and collaborate with management and staff.
• Respond to hotel emergencies according to standards.
• Second language proficiency preferred.

Responsibilities

• Greet guests, check them in, accompany to rooms and assist with luggage.
• Act as concierge to accommodate requests and offer local recommendations.
• Assist preregistration of rooms and manage safe deposit boxes.
• Handle emergencies and perform night audit duties per checklist.
• Provide tickets/reservations and information on local happenings.
• Process charges, verify payments and maintain accurate cash accounts.
• Operate hotel technology, phones, paging, and wake-up calls.

Skills

Customer service

Communication

Organization

Multitasking

Team player

Discretion and professionalism

Second language (preferred)

Job description

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.

• 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:

• 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.

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.

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.