Guest Care Manager
Essential Functions & 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.
Leadership & Team Management
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.
Operations & Decision-Making
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.
Financial & Administrative Oversight
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.
Professional Standards & Safety
Perform all duties in accordance with company safety standards.
Promptly report safety hazards, incidents, or concerns.
Work in a client-facing environment for extended periods of time.
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.
Minimum Requirements
A 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.
Working Conditions
Guest Care Managers must be available to work flexible hours and respond to emergencies as needed.
CORE ON-SITE HOURS ARE 9:00 AM TO 5:00 PM, WITH AFTER-HOURS ACCESSIBILITY BY CELL PHONE.
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 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.
Salary Information
The position is eligible for a salary increase effective February 10.
This adjustment means the role is not eligible for a merit-based or cost-of-living salary increase during the 2026 calendar year.