Guest Experience Associate

Guest Experience Associate

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 are obsessed with service and believe in providing exceptional experiences to our valued guests, residents and partners. As a Guest Experience Associate, you will play a key role in upholding this mission through your can-do spirit, utility player mentality and commitment to service. You'll serve as both the primary point of contact for our guests and residents as well as owning 'behind the scenes' duties that keep us operating smoothly.

Around here, no task is too small, and no shift is the same (which is why we all jump in to make things happen). Our Guest Experience Associates are always in the thick of supporting the guest experience - one moment, welcoming the first guest of the day, the next rolling up their sleeves to fix basic maintenance issues, prep rooms or stock amenities. We are seeking individuals who embody Placemakr's Community Norms and take pride in how their work contributes to the overall operation. As an integral member of our on-site property team, you will embody our Property Team Mission with each move you make, thrive in our fast-paced, hands-on environment and at the end of the day, consistently demonstrate that exceptional service isn't just part of the job - it's who we are.

This is a full-time position requiring ability to work during the week, weekends, evenings 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 position is located in downtown Austin. The hourly rate is 19.25/hour.

Your typical day

• 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. At Placemakr, this phrase isn't a catch-all, it's the way we work

What it takes

• 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't-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 (previous experience with POS, CRM or other customer communication tools a plus!)
• 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.
• 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 Guest Experience Associates and an exceptional guest experience.

Our community norms

Great people