Guest Care Lead
On-siteOrange Beach, Alabama, United States
Job Summary
Provide direct guest and owner assistance during check-in, check-out, and throughout their stay while addressing concerns and service recovery needs. Assist with daily Service Desk operations, including maintaining key control, entering reservation data, managing cash drawer audits, and monitoring Sundries/Shore Shoppe responsibilities. Serve as a lead resource for associates, offering guidance on guest interactions and acting as cross-coverage for the Guest Care Manager during absences. Perform duties requiring physical activity, such as lifting up to 40 pounds and operating office equipment, while adhering to safety standards and attending required training sessions. Work assigned schedules including weekends and holidays from 7:00 AM to 11:00 PM seven days per week, with overnight shifts staffed separately.
Required Qualifications
- High School Diploma or GED
- 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
- Ability 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
- Overnight shifts (11:00 PM – 7:00 AM)
- Ability to perform physical activities that require moving one's whole body, such as climbing, lifting, balancing, walking, stooping, kneeling, squatting, pushing, and pulling
- 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
- 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
- Overnight shifts (11:00 PM – 7:00 AM)
- Uniforms and safety shoes are required
- Conservative hairstyles, makeup, and jewelry are permitted
- Ability to perform physical activities that require moving one's whole body, such as climbing, lifting, balancing, walking, stooping, kneeling, squatting, pushing, and pulling
- 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
- 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
Desired Qualifications
- Prior experience in guest services, hospitality, or customer service
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