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.

Print Name:

Effective Date of Transition:

New Salary with Transition:

Employee Signature:

Date: