Front Desk Manager

Summary

Join Placemakr, a company combining apartment living, vacation rentals, and hotel stays, as a Front Desk Manager. You will ensure a seamless experience for team members and guests, leading the Guest Experience team. Responsibilities include managing daily operations, training staff, resolving guest issues, and overseeing scheduling and performance management. The role requires open availability, including nights, weekends, and holidays. Placemakr offers competitive pay, benefits, and a positive work environment. This position is ideal for collaborative, driven individuals passionate about exceptional service.

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 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

Benefits

• Competitive pay, stock options and generous monthly bonus program of up to $750/month
• Management Training Program
• Monthly cell phone reimbursement and health & wellness stipend
• Medical, Vision & Dental Insurance with options for Flexible Spending Accounts
• Paid Parental Leave
• Paid Life Insurance
• 401k + 4% employer matching program
• Flexible time off to allow time for you to recharge
• ZayZoon as an option to access your paycheck before your payday
• Plus, discounts to stay at select Placemakr properties all over the US