Overnight Guest Experience Associate

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.