Guest Care Lead

Brett/Robinson Vacation Rentals•Orange Beach, AL

5d•Onsite

About The Position

The Guest Care Lead serves as a professional representative of Brett/Robinson, demonstrating courtesy, tact, discretion, and professionalism in all interactions. This role involves providing direct guest and owner assistance during check-in, check-out, and throughout their stay, addressing concerns and service recovery needs, and escalating issues to the Guest Care Manager when necessary. The Lead will also provide accurate information regarding policies, amenities, and local points of interest. Additionally, the position supports daily Service Desk operations, maintains key control and security procedures, enters and maintains data in required systems, assists with cash drawer control and payment handling, monitors desk activity, and oversees Sundries/Shore Shoppe responsibilities. As a lead resource, the Guest Care Lead provides guidance and support to Service Desk associates, acts as cross-coverage for the Guest Care Manager, and helps identify process improvements. The role requires attending meetings and training, performing work with accuracy and attention to detail, and following safety standards.

Requirements

High School Diploma or GED required
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.

Nice To Haves

Prior experience in guest services, hospitality, or customer service preferred.

Responsibilities

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.
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.
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.
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.