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Overnight Guest Experience Associate

2 months ago

Nashville, 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, we believe in providing exceptional experiences to our valued guests, residents, and partners. As an Overnight Guest Experience Associate, you will be at the forefront of this mission, serving as the primary overnight point of contact for our guests and residents throughout their stay and until they depart. We are seeking individuals who embody Placemakr's Community Norms, have a "can-do" spirit, and consistently go above and beyond to ensure both internal and external customer satisfaction. As an integral member of our on-site Property Team, you will embody our Property Team Mission with each audit task and interaction, and consistently demonstrate that exceptional service is the core of our operation, even during our overnight operational hours.

This is a full-time position requiring ability to work overnight hours between 10pm and 8am during the week, weekends and holidays. The exact days of the week will be rotational.

This position is located on-site at our Nashville, TN location. The hourly rate for this position is $17.50/hr

Your typical night
    • 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 fellow property team members.
    • Maintain a safe, secure and compliant environment for team members and guests.
    • Respond to written guest communication in a timely and effective manner through various channels, including text, email, HubSpot and AirBnB.
    • Communicate effectively with internal and external customers (i.e. guests, team members and vendors).
    • Ensure guests are consistently checked into their assigned rooms in accordance with Placemakr standards.
    • Audit guest check-ins and check-outs from previous day and forthcoming day to ensure proper processes have been completed.
    • Utilize maintenance, housekeeping, check-in, and other systems accurately.
    • Clear administrative, project-based or miscellaneous guest-related tasks from nightly queue and ensure all other outstanding tasks from the day are completed.
    • Respond promptly and effectively to off-site, cross-functional Placemakr team members via Teams, email, or other communication method.
    • Independently evaluate urgency of various situations (including housekeeping, maintenance, emergency, etc.) and escalate to appropriate leadership team members based on type of issue and urgent attention required.
    • Complete thorough and effective shift handovers at the conclusion of each shift.
    • Additional duties and responsibilities, as assigned.
What it takes
    • 1+ year of previous experience delivering excellent customer service in environments such as hospitality, retail, multi-family or food & beverage.
    • Previous experience working overnight hours and utilizing independent judgement that is required from an overnight point of contact.
    • Previous experience communicating effectively with internal and external customers, both verbally and in writing.
    • Demonstrated ability to learn and utilize systems or technology (previous experience using a POS, CRM or customer communication system a plus).
    • Demonstrated ability to learn and complete night audit tasks (previous experience with hotel night audit systems and processes a plus).
    • You have the ability to independently complete assigned tasks (including maintenance, housekeeping or inventory-related tasks) with urgency.
    • You have a can-do attitude and the ability to work effectively in a collaborative environment.
    • You embody our Property Team Mission of Customer, Consistency and Community (Norms).
    • You lead by example and embody the core values of Placemakr. You Own It. You Make It Better. You Treat People Right.
    • Overnight Guest Experience Associates will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for our Overnight Guest Experience Associates and an exceptional guest experience.


Our benefits & perks

Competitive pay, stock options and generous monthly bonus program of up to $500/month

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 by at least $2/hr in as fast as 9-months (position-dependent and only applicable to non-supervisory or managerial level positions)

Weekly Paychecks

Yearly uniform stipend

Medical, Vision & Dental Insurance with options for Flexible Spending Accounts

Paid Parental Leave

Paid Life Insurance

401k + 4% employer matching program

Paid Time Off to allow time for you to recharge

ZayZoon as an option to access your paycheck before your payday

Plus, discounts to stay at select Placemakr properties all over the US

Our community norms

Great people are the key to our success. From corporate team members to our property teams and leaders, we're looking for collaborative, driven individuals to join us as we continue to expand our presence across the US. Most importantly, we create positive community norms that shape our company culture and inform how we do business:

We own it.

We make it better.

We treat people right.

Applicants must be legally authorized to work in the United States and meet our age requirements of 18 years or older in order to be considered for employment with Placemakr.

Placemakr will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our team at recruiting@placemakr.com

All your information will be kept confidential according to EEO guidelines. Placemakr values diversity of all kinds, and is committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you don't meet 100% of the above qualifications, we still encourage you to apply