For Senior Supply Service Representative Lynnetta Brown, it’s easy for her to compare her job to “being kind of like a fire marshal.”

“Whenever our members experience issues related to their supply orders – whether that’s pertaining to billing questions or receiving damaged or incorrect orders – that’s when I step in,” Brown said.

Brown describes herself as “a middle man” between Best Western Hotels & Resorts members and the brand’s various supply vendors. On most days, she speaks to roughly 20 members over the phone per day.

“The best part of my job is working with our members, hands down,” Brown said. “When I can jump in on our member’s behalf and take care of a problem that’s been bothering them, it makes my day every time.”

And while Brown receives numerous calls from members on a daily basis, she said that she takes on every new request by focusing on the member who has reached out to her.

“It’s really important to me that the members get the best service possible,” Brown said. “Our members invest so much with our vendors in order to meet or surpass their guest’s expectations. We must treat every call as its own unique situation, and I feel very fortunate that I can help our members ensure they are getting exactly what they had hoped for, both for their hotels and guests.