Guest Care Manager

Brett/Robinson Vacation Rentals•Orange Beach, AL

5d•Onsite

About The Position

The Guest Care Manager serves as a professional representative of Brett/Robinson, demonstrating courtesy, tact, discretion, and hospitality in all interactions. This role involves overseeing daily guest-facing operations, handling guest complaints and disputes, and enhancing the guest experience while supporting owner expectations. The manager will ensure guests and owners receive accurate information and will lead the Service Desk team through coaching, motivation, and development. Responsibilities also include managing daily operations, financial oversight, and maintaining professional standards and safety.

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 hospitality in all interactions with guests, owners, employees, and community partners.
Oversee daily guest-facing operations at assigned locations, ensuring a consistent, solutions-focused Service Desk experience.
Handle guest complaints, mediate disputes, resolve grievances, and negotiate resolutions in alignment with company policies.
Actively seek opportunities to enhance the guest experience while supporting owner expectations and operational standards.
Ensure guests and owners receive accurate information regarding Brett/Robinson policies, services, and local area amenities through effective verbal and written communication.
Schedule Service Desk team members according to operational needs, seasonal demand, and service level requirements.
Coach, motivate, develop, and direct staff, identifying strengths and aligning employees with appropriate responsibilities.
Support associates by recommending effective courses of action during guest service or operational challenges.
Attend and actively participate in departmental meetings, leadership discussions, and training sessions.
Demonstrate proficiency in required software systems to support daily operations, reporting, and documentation.
Identify problems, evaluate options, and implement effective solutions using sound judgment and analysis.
Weigh the costs, benefits, and potential impact of actions prior to execution.
Contact appropriate departmental leaders in the event of emergencies or critical incidents.
Provide hands-on support for Service Desk operations as needed, including guest check-in and check-out, key control, reservations, and payment processing to ensure uninterrupted service.
Oversee and support reservation accuracy, online booking entries, and related guest inquiries, troubleshooting issues as they arise.
Maintain strict key control procedures and ensure compliance with all access and security protocols.
Monitor Sundries/Shore Shoppe responsibilities.
Ensure the accuracy of cash handling, cash controls, audits, and all monetary procedures.
Complete reports, summaries, logs, and documentation accurately and within required timelines.
Maintain high standards of attention to detail, quality, and professionalism in all work performed.
Perform all duties in accordance with company safety standards.
Promptly report safety hazards, incidents, or concerns.
Perform other duties as assigned to support Guest Care and Rental Operations.
Perform other duties as assigned by management.