Guest Care Agent

Essential Functions & Responsibilities

Guest Service & Experience

• Serve as a professional representative of Brett/Robinson, demonstrating courtesy, tact, discretion, and hospitality in all interactions with guests, owners, employees, and community partners.• Greet guests and owners promptly and professionally at the Service Desk.• Perform guest check-in and check-out procedures in accordance with company standards.• Issue, track, and control room keys and access devices in compliance with key control procedures.• Provide accurate information regarding Brett/Robinson policies, services, and local area amenities.• Respond to guest questions, concerns, and requests, resolving routine issues and escalating complex matters to the Guest Care Manager as appropriate.

Reservations & Systems

• Enter, update, and maintain reservation information accurately in all required systems.• Process new reservations, modifications, cancellations, and online bookings.• Maintain accurate records of Service Desk activities, guest interactions, and transactions.• Demonstrate proficiency in required software systems to support daily operations.

Financial & Administrative Responsibilities

• Monitor Sundries/Shore Shoppe responsibilities. Process guest payments, present statements, and issue receipts accurately.• Maintain control of assigned cash drawer and comply with all cash handling and audit procedures.• Complete required reports, logs, and documentation accurately and within established timelines.• Perform all work with attention to detail, quality, and professionalism.

Safety & Compliance

• Perform all duties in accordance with company safety standards and procedures.• Promptly report safety hazards, incidents, or guest concerns to the Guest Care Manager.• Follow all company policies, procedures, and service standards.• Perform other duties as assigned to support Guest Care and Rental Operations.

Working Conditions

• Service Desk Agents must be available to work assigned schedules, including weekends, holidays, and varying shifts based on operational needs.• Hours of operation may vary by location and season.• Work environment may include exposure to heat, humidity, and inclement weather.• Uniforms and safety shoes are required and provided by Brett/Robinson. Uniforms must be clean, pressed, and appropriately fitted. • Conservative hairstyles, makeup, and jewelry are permitted.

Physical Requirements

• Ability to stand and walk for extended periods during the workday.• Ability to lift and/or move up to 40 pounds occasionally.• Ability to see details at close range and use a computer, phone, and other office equipment.• Ability to work in a guest-facing environment for extended shifts.• Ability to respond quickly and effectively to emergency or time-sensitive situations.

The responsibilities listed are not exhaustive and may be modified or expanded based on organizational needs.

Acknowledgement

I affirm that I meet the minimum requirements for this position and am physically, intellectually, and emotionally capable of performing its essential functions. I understand that misrepresentation of preexisting physical or mental conditions may affect workers’ compensation benefits.

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