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Front Desk Supervisor

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, 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 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 requires open availability for scheduling including nights, weekends and holidays. The exact hours and days of the week and weekend that you will be scheduled will be rotational.

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 $2/hr

Management Training Program

Exclusive, Placemakr-branded swag through our Placemakr Stars Program

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

This is an on-site position located in Nashville, TN. This position requires full flexibility including weekends and holidays with an hourly rate of $20/hr.

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 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 and mutual support.
    • You exceed expectations in all Guest Experience Associate III skills.
    • 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.
    • Front Desk Supervisors 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 Front Desk Supervisors and an exceptional guest experience.
Responsibilities
    • Ensure that our guests/residents have everything they need to have the best stay possible, so that they never want to stay anywhere other than Placemakr again
    • Manage your team of Guest Experience Associates, ensuring they are well trained, supported and set up to succeed in their roles
    • Take ownership of the overall front of house operation, collaborating cross-functionally with other leaders and implementing best practice operations to achieve a consistent level of service that meets Placemakr brand standards while beating budget
    • Lay the groundwork each day to ensure you and the team are prepared for all guest/resident interactions including but not limited to residential requests/updates, checking guests in and out, assigning rooms, making keys, preparing parking passes, collecting ID's/payment, answering phones, securing and servicing front door and garage controlled access, and assisting customers with any and all questions or needs
    • Become an expert on your building and the surrounding neighborhood so that you can provide recommendations + concierge level services and help solve on-site problems with creative solutions
    • 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, consistently positive customer reviews, and more
    • Create a culture consistent with Placemakr's core values and world-class quality of service
    • Additional duties and responsibilities as assigned
Qualifications
    • You have a high school diploma and at least 2-5 years of hospitality/concierge experience.
    • You have at least one (1) year of experience as a team leader, supervisor or mentor which allows you to excel at managing all guest-facing employees during your shift.
    • You are a people person and love making other people happy. Your personality is infectious, leaving a positive lasting impression on everyone you come in contact with.
    • You are obsessed with customer service. Your life's calling is to delight the guests you serve at every turn. In your personal life, you are empathetic to the needs of others.
    • You are a stellar communicator who can effectively communicate with guests from all walks of life.
    • You are highly organized and excel at managing your time and resources proactively to knock your goals out of the park- the kind of person who keeps their desk clean and orderly and multitasks efficiently and effectively.
    • You're the kind of person that everyone is excited to be around because they feel like you're a true team player.
    • You hear and see yourself in our core values, and are excited to live by them.


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