Front Desk Supervisor
1 week ago
A bit about us
We're a venture-backed startup on a mission to change the future of hospitality and home.
With properties in some of America's most-loved cities, our unique platform allows buildings to blur the line between hotels and apartments.
This all-in-one solution includes property operations, customer acquisitions, and the tech stack to operate with more flexibility than any other company in the market.
Our tech-enabled buildings create one-of-a-kind guest experiences and tremendous value in the underlying real estate.Whether guests are with us for a night, a year, or somewhere in between, these are more than just spaces to spend the night—they're a place to call home.
Our property team members bring our business to life at each building, focusing on execution, along with resident and guest experience.
The Impact You'll Have:
As a
Front Desk Supervisor, you will play a pivotal role in ensuring a seamless and collaborative experience for our team members while setting the tone for our front of house operations.
We are seeking individuals who champion Placemakr's Community Norms and take a hands-on approach to supporting the day-to-day efficacy of front desk operations.
As an integral member of our on-site property team and a future leader at Placemakr, you will embody our Property Team Mission with each guest and team member interaction, lead by example to uphold a positive team culture in alignment with property goals, and ultimately ensure that our guests are delighted by the experiences our Guest Experience Associates create.
This position isWhat You'll Do:
- Consistently provide an exceptional experience to all Placemakr guests, residents and partners by embodying what our guests should think of as a trusted friend and local insider.
- Foster a "one team" mentality by collaborating effectively with all property team members, contributing to a cohesive and supportive work environment.
- Maintain a safe, secure and compliant environment for team members and guests by adhering to established Placemakr and propertyspecific policies and procedures, including emergency protocols, attendance policies and conduct expectations.
- Spend 100% of your time playing an active role in managing daytoday execution, including providing support to your front desk team and our guests with any tasks necessary to maintain operational excellence (including checkins and checkouts, room assignments and answering guest questions), delegating tasks, resolving open balances and effectively communicating across departments.
- Conduct regular audits of team member's checkin and checkout processes to ensure adherence to company standards and provide feedback to your property leader on observed trends or issues.
- Lead by example as a top performer to help your team achieve and maintain Placemakr standards for excellence, including employee engagement ratings, NPS scores, brand standards, and consistently positive customer reviews.
- Effectively resolve escalated guest issues with autonomy, exercising exceptional judgement and decisionmaking skills.
- Consistently train new hires on guest service and operational standards and share best practices with new hires and tenured colleagues to foster a culture of continuous improvement.
- Support your property leader in the daytoday management of a team of Guest Experience Associates, by leading daily standups and chatins, providing inthemoment feedback, assisting in tracking of time and attendance infractions and ensuring shift coverage for calloffs.
- Begin developing your people leadership skills by observing or partnering with your property leader during performance scorecard conversations, interviewing and scheduling duties.
- Assist in the tracking of inventory and proactively communicate inventoryrelated concerns to your property leader.
- Additional duties and responsibilities, as assigned.
What it Takes:
- 3+ years of previous experience delivering excellent customer service in environments such as hospitality, retail, multifamily or food & beverage.
- 1+ year of experience as a team lead, supervisor or mentor which allows you to excel at supervising all guestfacing team members during your shift.
- Previous experience communicating effectively (including utilizing proper grammar, spelling and punctuation as well as a personable yet professional tone) with internal and external customers, both verbally and in writing.
- Demonstrated experience effectively resolving escalated guest issues with a highlevel of autonomy.
- Demonstrated experience with effectively communicating inthemoment feedback to team members in an appropriate way.
- You lead by example, have a cando attitude and the ability to work effectively in a collaborative environment, contributing to a culture of proactive communication, unity
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