Front Desk Manager

1 week ago

Austin, United States Placemakr Full time

**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. Our non-property team members support property execution and the evolution of other areas within our platform.

The Impact You’ll Have

At Placemakr, our obsession with exceptional service doesn’t stop at our guests, residents and partners - it encompasses our team members as well. As a Front Desk Manager, your mission is to ensure a seamless and collaborative experience for our team members while setting the tone for our front of house operations. You will own the success of your Guest Experience team through leadership, hands-on support and creating a team culture of high-performance and accountability. We are seeking individuals who champion Placemakr’s Community Norms, excel in developing team members and are passionate about supporting operational success of the front of house. 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 and own department goals, and ultimately ensure that our guests are delighted by the experiences our front of house team members create.

**Your Typical Day**:

- 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 property-specific policies and procedures, including emergency protocols, attendance policies and conduct expectations.
- Spend 75% of your time playing an active role in managing day-to-day execution, including providing support to your front desk team and our guests with any tasks necessary to maintain operational excellence (including check-ins and check-outs, room assignments and answering guest questions), delegating tasks, resolving open balances and effectively communicating across departments.
- Conduct regular audits of team member’s check-in and check-out 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 all escalated guest issues with autonomy and in a timely manner, exercising exceptional judgement and decision-making 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.
- Own the day-to-day management of a team of Guest Experience Associates, by leading daily stand-ups and chat-ins, providing in-the-moment feedback, consistently coaching, counseling and developing all team members, tracking and documentation of time and attendance infractions and ensuring shift coverage for call-offs.
- Own scheduling creation and communication for a team of Guest Experience Associates, utilizing occupancy reports and following all Placemakr scheduling policies and procedures.
- As the leader of the department, own performance management processes and hiring decisions for a team of Guest Experience Associates, with support from your property leader.
- Own tracking and ordering of inventory and all other department-related spend in alignment with budgetary restrictions provided to you (personnel and non-personnel related).
- Additional duties and responsibilities, as assigned.

**Our benefits & perks**

Competitive Pay, Stock Options and Generous Monthly Bonus Program starting at $500 depending on your role

Flexible scheduling (including 3- and 4-day full-time work weeks, location
- and position-dependent) to support work-life balance for all

Transparent position development which provides you with the ability to increase your pay

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