Property Experience Ambassador

2 days ago

Austin, Texas, United States Placemakr Full time
Job Description

We are seeking a highly motivated and customer-focused Property Experience Ambassador to join our team at Placemakr in Austin, TX. As an Overnight Guest Experience Associate, you will be the primary point of contact for guests and residents during their stay. Your exceptional service skills, attention to detail, and ability to work effectively in a fast-paced environment make you an ideal candidate for this role.

Responsibilities:
  • Provide exceptional experiences 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.
Requirements:
  • 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 judgment 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: Own It, Make It Better, Treat People Right.

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