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Overnight Guest Experience Associate
Placemakr
Provide overnight guest support, audits, and issue handling.
7d ago
$18.75 - $18.75
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Phoenix, AZ
Onsite
Company Size
51 Employees
Service Specialisms
Property Management
Hospitality
Real Estate
Short-Term Rentals
Design
Consulting
Technology Solutions
Operations
Sector Specialisms
Business travel
Group travel
Events
Extended Stays
Internships
Reserved Housing
Role
What you would be doing
shift handover
urgency escalation
team communication
safety compliance
system utilization
guest check-in
- Complete thorough and effective shift handovers at the conclusion of each shift.
- Independently evaluate urgency of various situations (including housekeeping, maintenance, emergency, etc.) and escalate to appropriate leadership team members based on type of issue and urgent attention required.
- Respond promptly and effectively to off-site, cross-functional Placemakr team members via Teams, email, or other communication method.
- Maintain a safe, secure and compliant environment for team members and guests
- Foster a "one team" mentality by collaborating effectively with fellow property team members
- 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.
- Respond to written guest communication in a timely and effective manner through various channels, including text, email, HubSpot and AirBnB
- Utilize maintenance, housekeeping, check-in, and other systems accurately
- Ensure guests are consistently checked into their assigned rooms in accordance with Placemakr standards.
- Audit guest check-ins and check-outs from previous day and forthcoming day to ensure proper processes have been completed.
- Communicate effectively with internal and external customers (i.e. guests, team members and vendors)
What you bring
can‑do
overnight
pos
crm
night audit
customer service
- You have a can-do attitude and the ability to work effectively in a collaborative environment
- Previous experience working overnight hours and utilizing independent judgement that is required from an overnight point of contact.
- Clear administrative, project-based or miscellaneous guest-related tasks from nightly queue and ensure all other outstanding tasks from the day are completed.
- Overnight 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 Overnight Guest Experience Associates and an exceptional guest experience.
- You have the ability to independently complete assigned tasks (including maintenance, housekeeping or inventory-related tasks) with urgency.
- Demonstrated ability to learn and utilize systems or technology (previous experience using a POS, CRM or customer communication system a plus!).
- Demonstrated ability to learn and complete night audit tasks (previous experience with hotel night audit systems and processes a plus!).
- Previous experience communicating effectively with internal and external customers, both verbally and in writing.
- 1+ year of previous experience delivering excellent customer service in environments such as hospitality, retail, multi-family or food & beverage
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Training + DevelopmentInformation not given or found
Interview process
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Company
Overview
- Reimagines urban living, providing flexible, tech-driven spaces for travelers and residents alike.
- Focuses on comfort and convenience, offering an innovative approach to short-term and long-term stays.
- Operates across key cities, providing fully furnished apartments and suites for both business and leisure visitors.
- Integrates modern technology to ensure seamless check-ins, digital concierge services, and optimized living spaces.
- Features a portfolio of properties with high-end finishes and adaptable spaces to suit various needs.
- Committed to offering flexibility, allowing guests to easily transition between temporary stays and longer commitments.
- Continues to expand its footprint, capitalizing on the growing demand for flexible and upscale accommodation options.
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