Guest Care Lead

Essential Functions & Responsibilities

Guest Care Experience

• Serve as a professional representative of Brett/Robinson, demonstrating courtesy, tact, discretion, and professionalism in all interactions.
  • Provide direct guest and owner assistance during check-in, check-out, and throughout their stay.
  • Address guest concerns and service recovery needs, escalating to the Guest Care Manager when necessary.
  • Provide accurate information regarding policies, building amenities, and local area points of interest.

Operational Support

• Assist with daily Service Desk operations to ensure smooth guest flow and consistent service standards.
  • Maintain strict key control and follow all security procedures.
  • Accurately enter and maintain reservation, guest, and operational data in required systems.
  • Assist with cash drawer control, audits, and proper handling of payments.
  • Monitor desk activity and help ensure policies and procedures are followed consistently.
  • Monitor Sundries/Shore Shoppe responsibilities.

Leadership & Cross-Coverage

• Serve as a lead resource for Service Desk associates during assigned shifts.
  • Provide guidance and support to associates on guest interactions and operational questions.
  • Act as cross-coverage for the Guest Care Manager, performing management duties as assigned or during absences.
  • Observe problem situations and assist in identifying lessons learned or process improvements.

Professional Standards & Safety

• Attend departmental meetings, leadership discussions, and required training sessions.
  • Perform all work with a high level of accuracy, professionalism, and attention to detail.
  • Follow all safety standards and immediately report hazards or incidents.
  • Perform other duties as assigned by management.

Working Conditions

• Guest Care Leads must be able to work assigned schedules, including weekends and holidays.
  • Service Desk hours typically range from 7:00 AM to 11:00 PM, seven days per week (varies by building).
  • Overnight shifts (11:00 PM – 7:00 AM) are staffed separately.
  • Uniforms and safety shoes are required and provided by Brett/Robinson; uniforms must be clean, pressed, and properly fitted.
  • Conservative hairstyles, makeup, and jewelry are permitted.

Physical Requirements

• Ability to perform physical activities that require moving one’s whole body, such as climbing, lifting, balancing, walking, stooping, kneeling, squatting, pushing, and pulling. Activities often also require considerable use of the arms and legs, such as in the physical handling of materials, climbing stairs, and kneeling.  Ability to lift, carry, or move up to 40 pounds on a regular basis.
• Ability to use janitorial and office supplies/products on a regular basis.
• Ability to operate standard office equipment, including computers, phones, and other necessary devices.
• Ability to work in a client-facing environment for extended periods of time, including exposure to heat, humidity, and inclement weather.

Minimum Requirements

• High School Diploma or GED required; prior experience in guest services, hospitality, or customer service preferred.
• Ability to communicate professionally with guests, owners, and team members.
• Ability to manage escalated guest concerns and supporting operational problem-solving.
• Basic math and cash-handling skills, including audits and payment processing.
• Proficient in computer systems used for reservations, reporting, and operational management software.
• Highly detail-oriented with strong organizational skills, and ability to multitask in a fast-paced, guest-facing environment
• Reliable transportation with ability to use personal vehicle for company related tasks when necessary.

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

Acknowledgment

I affirm that I meet the minimum requirements for this position and am physically, intellectually, and emotionally capable of performing its essential functions. I accept this role with Brett/Robinson Gulf Corporation.

Print Name: _______________________________

Employee Signature: _______________________________

Date: ___________________