Guest Care Agent

Brett/Robinson Service Desk AgentServe as a professional representative of Brett/Robinson, demonstrating courtesy, tact, discretion, and hospitality in all interactions with guests, owners, employees, and community partners. 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. 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. 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 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. 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.