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Hospitality Operations Leader

2 months ago

Nashville, Tennessee, United States Placemakr Full time
About Us

We are an innovative startup dedicated to transforming the landscape of hospitality and residential living. With locations in some of the most cherished cities across the United States, our distinctive platform merges the best aspects of hotels and apartments. This comprehensive solution encompasses property management, customer engagement, and a technology framework that provides unparalleled operational flexibility.

Our tech-driven properties deliver unique guest experiences while maximizing the value of the underlying real estate. Whether our guests stay for a night or a year, we strive to create a true sense of home.

Our property teams are the heartbeat of our business, focusing on execution and enhancing the experience for both residents and guests. Our non-property teams support these efforts and contribute to the advancement of various aspects of our platform.

Your Role

At Placemakr, we prioritize exceptional service not only for our guests and residents but also for our team members. As a Guest Services Supervisor, your primary goal is to foster a seamless and collaborative environment for our team while leading front-of-house operations. You will be responsible for the success of your Guest Experience team through effective leadership, hands-on assistance, and cultivating a culture of high performance and accountability. We are looking for individuals who embody Placemakr's Community Norms, excel in team development, and are committed to the operational success of the front office. As a vital member of our on-site property team and a potential leader at Placemakr, you will exemplify our Property Team Mission in every interaction with guests and team members, promote a positive team culture, and achieve departmental objectives, ensuring our guests enjoy exceptional experiences created by our front-of-house team.

This role requires flexible availability, including nights, weekends, and holidays, with a rotational schedule.

Benefits & Perks

We offer competitive compensation, stock options, and a generous monthly bonus program of up to $750.

Management Training Program

Monthly reimbursement for cell phone and health & wellness expenses

Annual uniform allowance

Comprehensive Medical, Vision & Dental Insurance with Flexible Spending Account options

Paid Parental Leave

Paid Life Insurance

401k with a 4% employer matching program

Flexible time off to recharge

Access to your paycheck before payday through ZayZoon

Discounts for stays at select Placemakr properties nationwide

Your Daily Responsibilities
  • Deliver an outstanding experience to all Placemakr guests, residents, and partners by acting as a trusted friend and local expert.
  • Encourage a collaborative team spirit by working effectively with all property team members to create a supportive work environment.
  • Ensure a safe and compliant atmosphere for team members and guests by adhering to established policies and procedures, including emergency protocols.
  • Spend the majority of your time actively managing daily operations, providing support to your front desk team and assisting guests with check-ins, check-outs, room assignments, and inquiries.
  • Conduct regular audits of team members' processes to ensure compliance with company standards and provide feedback to property leadership.
  • Lead by example to help your team achieve and maintain Placemakr's standards for excellence, including employee engagement ratings and customer satisfaction scores.
  • Resolve escalated guest issues promptly and effectively, demonstrating sound judgment and decision-making skills.
  • Train new hires on service and operational standards, sharing best practices to foster a culture of continuous improvement.
  • Manage a team of Guest Experience Associates, leading daily meetings, providing feedback, coaching, and ensuring shift coverage.
  • Oversee scheduling for your team, utilizing occupancy reports and adhering to Placemakr's scheduling policies.
  • Handle performance management and hiring processes for your team, with support from property leadership.
  • Manage inventory tracking and departmental spending in line with budgetary guidelines.
  • Perform additional duties as assigned.
Qualifications
  • 4+ years of experience in customer service roles within hospitality, retail, multi-family, or food & beverage sectors.
  • 2+ years of leadership experience, excelling in supervising guest-facing team members.
  • Strong communication skills, both verbal and written, with attention to detail.
  • Experience in scheduling, performance management, and interviewing aligned with company standards.
  • Proven ability to resolve guest issues independently and effectively.
  • Experience in providing constructive feedback to team members.
  • A proactive attitude and ability to work collaboratively, fostering a culture of communication and support.
  • Exceed expectations in all relevant skills for Guest Experience Associates and supervisory roles.
  • Embody the Property Team Mission of Customer, Consistency, and Community.
  • Demonstrate core values of Placemakr: Ownership, Improvement, and Respect.
  • Ability to perform physical tasks associated with the role, including standing, walking, and lifting objects up to 50 pounds.
Community Norms

We believe that great people are essential to our success. From corporate to property teams, we seek collaborative and driven individuals to join us as we expand across the United States. Our positive community norms shape our culture and guide our business practices:

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 requirement of 18 years or older.

Placemakr is committed to providing reasonable accommodations for applicants as required by law. All information will be kept confidential in accordance with EEO guidelines. We value diversity and are dedicated to creating an inclusive workplace where we learn from one another. 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, or other legally protected characteristics.

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