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Placemakr · 1 month ago

Front Desk Manager

710 E 3rd St, Austin, TX 78701

Full-time

Onsite

Mid, Senior Level

4+ years exp

Placemakr is a company that combines apartment living, vacation rentals, and hotel stays into a unique experience. As a Front Desk Manager, you will lead the Guest Experience team, ensuring exceptional service and operational excellence while fostering a collaborative team culture.

HospitalityProperty ManagementReal Estate

No H1B

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 member’s 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

Qualification

Customer serviceTeam leadershipConflict resolutionSchedulingPerformance managementCoachingEffective communicationCollaborationProblem-solving

Required

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

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