Guest Experience Associate

Placemakr•San Antonio, TX

23h•Onsite

About The Position

At Placemakr, home meets hospitality, combining apartment living, vacation rentals, and hotel stays. The company partners with developers, property operators, and investors to curate apartment-like spaces in hand-picked neighborhoods, using tech-enabled buildings to create unique guest experiences and add value to real estate. Guests can stay for a night, a year, or in between, finding a place to call home. Property team members ensure buildings thrive and provide great experiences for residents and guests, while non-property team members support execution and platform evolution, enjoying remote-first work with biannual in-person get-togethers. Placemakr seeks collaborative, driven individuals to expand its presence. As a Guest Experience Associate, you will be crucial in upholding Placemakr's mission of exceptional service to guests, residents, and partners. This role involves being the primary point of contact for guests and residents, as well as handling 'behind the scenes' duties to ensure smooth operations. The position requires a 'can-do spirit' and a 'utility player mentality', with no task being too small and no shift being the same. Associates will support the guest experience by welcoming guests, fixing basic maintenance issues, prepping rooms, and stocking amenities. The role is full-time and requires working during the week, weekends, evenings, and holidays on a rotational basis.

Requirements

1+ year of previous experience delivering excellent customer service (both directly to a customer and behind the scenes) in environments such as hospitality, retail, multi-family or food & beverage.
Scheduling flexibility that matches how we operate ", you are willing and able to work any hours and days of the week, including evenings, weekends and holidays, on an ongoing and consistent basis
A naturally curious, can -sit-still individual who is adaptable, eager to learn, and ready to jump in wherever needed to make an impact.
Previous professional experience communicating clearly and confidently both verbally and in writing. You always remain personable, polished, and empathetic, using proper grammar, spelling and punctuation, no matter the response.
Demonstrated ability to quickly learn and effectively use multiple systems or technology to keep operations running smoothly
A can-do attitude and collaborative mindset, allowing you to seamlessly jump between guest service and operational support at any given moment
Managing competing priorities with focus and flexibility - you can multi-task, pivot and support multiple departments under tight timelines
A commitment to owning the details and high standards for our guests - you are comfortable with completing various tasks and always adapting to evolving guest needs
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.
Ability to be on their feet and moving around (stand, sit, or walk for an extended time)
Ability to take a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance).

Nice To Haves

Previous experience with POS, CRM or other customer communication tools

Responsibilities

Consistently provide an exceptional experience to anyone you interact with on-site, so our guests and residents walk away thinking "I have to tell my friends about this place!". Be the loyal, caring friend, local insider and subject-matter-expert of your property and market all rolled into one
Jump in and communicate with your fellow on-site and off-site property team members to make things happen - work together, provide support and keep our "one team" mentality alive so everyone wins
Maintain a safe, secure, and compliant environment for all by adhering to established policies, procedures and expectations as they roll out. Ask questions and make sure you understand their impact - we don't mess around with safety, service and operational standards!
Stay plugged in to our internal systems (there are a few!) to keep things moving. Whether it's logging a maintenance request, coordinating with the housekeeping team or auditing a check-in, you'll help the entire property team stay connected across shifts to ensure the property runs smoothly
When the business calls for it (and some days, it will!), ensure every guest gets checked into their assigned room and set up for a great stay - always following Placemakr protocols, collecting payment details and charging cards appropriately so the process is smooth from the start
Respond to and action on guest requests - whether it's providing additional linens, extra supplies, a minor repair or clogged toilet - moving with urgency and genuine care
Restock housekeeping carts, prepare amenities, stock vending machines and handle whatever else may be needed to set your housekeeping team (and entire property team) up to crush it during the next shift
Keep all shared spaces looking sharp and up to standards by tackling cleaning and removing trash from lobbies, restrooms, elevators, break rooms and gyms - wherever it's needed!
Wrap up your shift with a thorough and effective handover so the next Guest Experience Associate can hit the ground running without missing a beat and ensure a seamless operation
Additional duties and responsibilities, as assigned.

Benefits

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