Front Desk Manager

Placemakr•Austin, TX

26d•Onsite

About The Position

At Placemakr, home meets hospitality. Weâve 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 â theyâre 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 â 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, weâre looking for collaborative, driven individuals to join us as we continue to expand our presence. At Placemakr, our obsession with exceptional service doesnât stop at our guests, residents and partners â it encompasses our team members as well. As a Front Desk Manager, your mission is to ensure a seamless and collaborative experience for our team members while setting the tone for our front of house operations. You will own the success of your Guest Experience team through leadership, hands-on support and creating a team culture of high-performance and accountability. We are seeking individuals who champion Placemakrâs Community Norms, excel in developing team members and are passionate about supporting operational success of the front of house. As an integral member of our on-site property team and a future leader at Placemakr, you will embody our Property Team Mission with each guest and team member interaction, lead by example to uphold a positive team culture and own department goals, and ultimately ensure that our guests are delighted by the experiences our front of house team members create. This position requires open availability for scheduling including nights, weekends and holidays. The exact hours and days of the week and weekend that you will be scheduled will be rotational.

Requirements

4+ years of previous experience delivering excellent customer service in environments such as hospitality, retail, multi-family or food & beverage.
2+ years of experience as a team lead, supervisor or mentor which allows you to excel at supervising all guest-facing team members during your shift.
Previous experience communicating effectively (including utilizing proper grammar, spelling and punctuation as well as a personable yet professional tone) with internal and external customers, both verbally and in writing.
Previous experience with creating schedules, supporting performance management and assisting in interviewing in alignment with Placemakr standards.
Demonstrated experience effectively resolving escalated guest issues with a high-level of autonomy.
Demonstrated experience with effectively communicating in-the-moment feedback to team members in an appropriate way.
You lead by example, have a can-do attitude and the ability to work effectively in a collaborative environment, contributing to a culture of proactive communication, unity and mutual support.
You exceed expectations in all Guest Experience Associate III and Front Desk Supervisor skills.
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.
Front Desk Managers 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 Front Desk Managers and an exceptional guest experience.

Responsibilities

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 all property team members contributing to a cohesive and supportive work environment.
Maintain a safe, secure and compliant environment for team members and guests by adhering to established Placemakr and property-specific policies and procedures, including emergency protocols, attendance policies and conduct expectations.
Spend 75% of your time playing an active role in managing day-to-day execution, including providing support to your front desk team and our guests with any tasks necessary to maintain operational excellence (including check-ins and check-outs, room assignments and answering guest questions), delegating tasks, resolving open balances and effectively communicating across departments.
Conduct regular audits of team memberâs check-in and check-out processes to ensure adherence to company standards and provide feedback to your property leader on observed trends or issues.
Lead by example as a top performer to help your team achieve and maintain Placemakr standards for excellence, including employee engagement ratings, NPS scores, brand standards, and consistently positive customer reviews.
Effectively resolve all escalated guest issues with autonomy and in a timely manner, exercising exceptional judgement and decision-making skills.
Consistently train new hires on guest service and operational standards and share best practices with new hires and tenured colleagues to foster a culture of continuous improvement.
Own the day-to-day management of a team of Guest Experience Associates, by leading daily stand-ups and chat-ins, providing in-the-moment feedback, consistently coaching, counseling and developing all team members, tracking and documentation of time and attendance infractions and ensuring shift coverage for call-offs.
Own scheduling creation and communication for a team of Guest Experience Associates, utilizing occupancy reports and following all Placemakr scheduling policies and procedures.
As the leader of the department, own performance management processes and hiring decisions for a team of Guest Experience Associates, with support from your property leader.
Own tracking and ordering of inventory and all other department-related spend in alignment with budgetary restrictions provided to you (personnel and non-personnel related).
Additional duties and responsibilities, as assigned.

Benefits

Competitive salary
Generous monthly performance bonus program
Company stock options
401k + 4% employer matching program
Medical, Vision & Dental Insurance plan options
Flexible Spending Account & Health Savings Account options
20 days of paid time off (PTO) per year, with the flexibility to use it, roll it over, or cash it out!
PTO increases to 25 days per year after 2.5 years of employment
Up to 8 floating holidays per year so you can celebrate what matters most to you!
Monthly cell phone reimbursement and health & wellness stipend
Management Training Program
Paid Parental Leave
Paid Life Insurance
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.