Overnight Guest Experience Associate

Job description

**A bit about us** At Placemakr, home meets hospitality. We’ve combined the best of apartment living, vacation rentals, and hotel stays into one experience. We partner with developers, property operators, and investors to curate a collection of apartment-like spaces in hand-picked neighborhoods. Our tech-enabled buildings create one-of-a-kind guest experiences and add tremendous value to 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 help our buildings thrive by focusing on execution and ensuring a great experience for both residents and guests. Our non-property team members support property execution and the evolution of other areas within our platform. They can enjoy remote-first work with the freedom to choose their location — as long as they have access to a workspace and reliable Wi-Fi. We believe collaboration is key, so our remote-first teams and property leaders have biannual in-person get-togethers at various locations across the US. From corporate non-property 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. **The impact you'll have** At Placemakr, we believe in providing exceptional experiences to our valued guests, residents, and partners. As an Overnight Guest Experience Associate, you will be at the forefront of this mission, serving as the primary overnight point of contact for our guests and residents throughout their stay and until they depart. We are seeking individuals who embody Placemakr’s Community Norms, have a "can-do" spirit, and consistently go above and beyond to ensure both internal and external customer satisfaction. As an integral member of our on-site Property Team, you will embody our Property Team Mission with each audit task and interaction, and consistently demonstrate that exceptional service is the core of our operation, even during our overnight operational hours. This is a full-time position requiring ability to work overnight hours between 10pm and 8am during the week, weekends and holidays. The exact days of the week will be rotational. **Our benefits & perks** Competitive pay rate Generous monthly bonus program of up to $500/month Company stock options 401k + 4% employer matching program Medical, Vision & Dental Insurance plan options Flexible Spending Account & Health Savings Account options 15 days of accrued paid time off (PTO) per year, with the flexibility to use it, roll it over, or cash it out! PTO increases to 20 days per year after 2.5 years of employment Enjoy a paid day off for your birthday to celebrate your day, your way! Paid Parental Leave Paid Life Insurance 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 at least $2/hr in as fast as 9-months (position-dependent) Exclusive, Placemakr-branded swag through our Placemakr Stars Program Weekly Paychecks, plus ZayZoon as an option to access your paycheck before your payday Plus, discounts to stay at select Placemakr properties all over the US \*The exact benefit terms and coverage are detailed in the Employee Handbook. Please note that Placemakr has the right amend policies and are subject to change. **This is an on-site position located in Arlington,VA. The pay rate for this position is $21.00/hr, plus an additional $2.00/hour for any hours worked between 11:00 pm - 7:00 am.** ### 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.