Front Desk Supervisor

2 weeks ago

Washington, 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**:
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 is

**What 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 property-specific policies and procedures, including emergency protocols, attendance policies and conduct expectations.
- Spend 100% 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 escalated guest issues with autonomy, 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.
- Support your property leader in 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, assisting in tracking of time and attendance infractions and ensuring shift coverage for call-offs.
- 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 inventory-related 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, multi-family or food & beverage.
- 1+ year of experience as a team lead, supervisor or mentor which allows you to excel at supervising all guest-facing 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 high-level of autonomy.
- Demonstrated experience with effectively communicating in-the-moment feedback to team members in an appropriate way.
- You lead by example, have a can-do attitude and the ability to work effectively in a collaborative environment, contributing to a culture of proactive communication, unity

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