Your Typical Day
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- 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.
