Overnight Guest Relations Representative

Jobs2Web; Newport Beach (CA); On-site; USD 42,000 - 56,000; Full time

Job summary

Fashion Island Hotel in Newport Beach, CA seeks an Overnight Guest Relations Representative to provide exceptional front-desk service and guest assistance. You will welcome guests, register arrivals, manage reservations, answer inquiries, and coordinate with hotel departments to fulfill requests while maintaining 5-diamond standards.

Ideal candidates balance professionalism with warmth, communicate clearly, handle safety deposit-box requests, cash handling, and nightly reporting.

Qualifications

• Reading, writing and oral proficiency in the English language.
• A desire to consistently deliver exceptional customer service.
• Excellent communication skills.
• Computer proficiency.

Responsibilities

• Display a friendly, courteous and professional manner to guests and staff.
• Welcome and register hotel guests with emphasis on fulfilling requests and following policies.
• Handle a multitude of keys and manage room assignments as required.
• Quote and be familiar with room and rate availability for current and future dates.
• Accept reservations, changes and cancellations; pre-register groups as needed.
• Assist VIPs and return guests to their rooms; coordinate luggage handling with staff.
• Handle guest problems or complaints and follow up as needed.
• Provide accurate information to guests and anticipate needs.
• Know available city activities and provide information, tickets, and reservations.

Skills

Customer service

Communication skills

Computer proficiency

Job description

Select how often (in days) to receive an alert:

Overnight Guest Relations Representative

Date: Sep 18, 2026

Property: FASHION ISLAND HOTEL (0015)

Location:

Newport Beach, CA, 92660

Division: Fashion Island Hotel (FIH)

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.

GENERAL FUNCTIONS:

• 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.

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.