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Guest Experience Associate

Placemakr, Inc.

Job Overview

Location

Nebraska, USA

Job Type

Full-time

Full Job Description

📋 Description

• Be the face of Placemakr at 110 Wall St, New York. From the moment a guest steps into our lobby until they wave goodbye, you are their trusted friend, local insider, and problem-solver. You greet every arrival with genuine warmth, check them in flawlessly, and ensure their apartment-style suite feels like home within minutes.
• Own the guest journey end-to-end: confirm reservations, verify payment methods, issue keys, walk guests through building amenities, and follow up via text, email, Airbnb, and HubSpot to guarantee every detail exceeds expectations. When a late-night flight is delayed or an early-morning meeting runs long, you adjust gracefully, keeping guests informed and stress-free.
• Serve as the communication hub between guests, residents, housekeeping, maintenance, vendors, and our remote support teams. You field requests for extra towels, troubleshoot Wi-Fi hiccups, escalate maintenance tickets, and coordinate same-day resolutions—all while documenting every interaction in our systems for seamless hand-offs.
• Champion safety and compliance by conducting routine lobby patrols, monitoring access control, and ensuring all health, security, and brand standards are met. When situations escalate, you calmly de-escalate, protecting both people and property.
• Collaborate daily with your on-site property squad—front desk, housekeeping, and maintenance—to create a “one team” culture. Share insights during shift huddles, celebrate wins, and jump in wherever needed, whether that’s running linens upstairs or covering a colleague’s break.
• Master our tech stack: POS for incidental charges, CRM for guest profiles, maintenance ticketing for repairs, and communication platforms like Teams and Slack. Your accuracy keeps operations smooth and data reliable for forecasting and reporting.
• Curate local experiences by recommending neighborhood coffee shops, subway shortcuts, and hidden-gem restaurants. Your insider tips turn first-time visitors into lifelong fans who rave about Placemakr online and return again and again.
• Handle financial transactions with precision: process payments, balance cash drawers, and audit daily reports to ensure every cent is accounted for. Your attention to detail safeguards company revenue and guest trust.
• Rotate through morning, evening, weekend, and holiday shifts, bringing the same energy at 6 AM check-outs as you do at 11 PM arrivals. Flexibility is your superpower, and your schedule supports teammates while keeping service levels sky-high.
• Contribute to continuous improvement by sharing guest feedback, suggesting workflow tweaks, and piloting new service initiatives. When you spot a pattern—say, guests repeatedly asking for vegan breakfast spots—you propose a rotating welcome guide that becomes a brand standard.
• Live the Placemakr Community Norms every shift: Own It by taking responsibility for every interaction, Make It Better by refining processes on the fly, and Treat People Right by extending empathy to guests and colleagues alike.
• Grow your career through transparent development paths. Within nine months, demonstrate mastery of core competencies and earn at least a $2/hr raise while preparing for roles like Guest Experience Lead or Assistant Property Manager.

🎯 Requirements

• 1+ year delivering standout customer service in hospitality, retail, multi-family, or food & beverage
• Proven ability to communicate clearly and professionally in both spoken and written English across multiple channels (text, email, phone, in-person)
• Demonstrated aptitude for learning new technology—experience with POS, CRM, or guest messaging systems strongly preferred
• Physical capability to stand, walk, or sit for extended periods and lift, carry, push, or pull objects up to 50 lbs without assistance
• Flexibility to work rotating shifts including early mornings, late evenings, weekends, and holidays

🏖️ Benefits

• Competitive base pay of $22.50/hr plus monthly performance bonuses up to $500
• Company stock options and 401(k) with 4% employer match
• Medical, dental, vision, FSA, and HSA plan options starting day one
• 15 days PTO (increases to 20 after 2.5 years), birthday PTO, paid parental leave, and weekly paychecks with optional early access via ZayZoon
• Transparent career ladder with potential $2/hr raise in as little as nine months and flexible 3- or 4-day full-time schedules

Skills & Technologies

Junior

Remote

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Placemakr, Inc.

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About Placemakr, Inc.

Placemakr operates a flexible hospitality platform that combines furnished apartment-style suites with hotel services in mixed-use residential buildings. Through long-term master leases and revenue-share agreements with property owners, the company converts multifamily inventory into short- and extended-stay accommodations, offering guests apartment amenities and local living experiences while providing owners stabilized income and higher asset utilization. Founded in 2017 and headquartered in Washington, D.C., Placemakr manages properties across major U.S. markets, using proprietary technology to optimize pricing, operations, and guest experience across its hybrid apartment-hotel model.

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