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Guest Experience Associate - job 1 of 2

A bit about us

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 be at the forefront of this mission, serving as the primary point of contact for our guests and residents throughout their stay and until they depart. We are seeking individuals who embody Placemakr’s Community Norms, have a "can-do" spirit, and consistently go above and beyond to ensure both internal and external customer satisfaction. As an integral member of our on-site Property Team, you will embody our Property Team Mission with each task and interaction, and consistently demonstrate that exceptional service is the core of our operation.  


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, stock options and generous monthly bonus program of up to $500/month

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

Yearly uniform stipend

Medical, Vision & Dental Insurance with options for Flexible Spending Accounts

Paid Parental Leave

Paid Life Insurance

401k + 4% employer matching program 

Paid 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


This position is located on-site at our Washington, DC location. The hourly rate for this position is $18.50.


Your typical day
  • 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 fellow property team members.
  • Maintain a safe, secure and compliant environment for team members and guests.
  • Offer support to team members in need and support the de-escalation of situations when required. 
  • Respond to written guest communication in a timely and effective manner through various channels, including text, email, HubSpot and AirBnB. 
  • Communicate effectively with internal and external customers (i.e. guests, team members and vendors).
  • Ensure guests are consistently checked into their assigned rooms in accordance with Placemakr standards. 
  • Collect payment method consistently at check-in, following established protocols. 
  • Utilize maintenance, housekeeping, check-in, and other systems accurately.
  • Respond promptly and effectively to off-site, cross-functional Placemakr team members via Teams, email, or other communication method. 
  • Complete thorough and effective shift handovers at the conclusion of each shift.
  • Additional duties and responsibilities, as assigned. 


What it takes
  • 1+ year of previous experience delivering excellent customer service in environments such as hospitality, retail, multi-family or food & beverage.   
  • Previous experience communicating effectively with internal and external customers, both verbally and in writing. 
  • Demonstrated ability to learn and utilize systems or technology (previous experience using a POS, CRM or customer communication system a plus!) 
  • You have a can-do attitude and the ability to work effectively in a collaborative environment.
  • 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 are the key to our success. From corporate 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 across the US. Most importantly, we create positive community norms that shape our company culture and inform how we do business:


We own it.

We make it better.

We treat people right.


Applicants must be legally authorized to work in the United States and meet our age requirements of 18 years or older in order to be considered for employment with Placemakr. 


Placemakr will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our team at recruiting@placemakr.com


All your information will be kept confidential according to EEO guidelines. Placemakr values diversity of all kinds, and is committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.


If you don’t meet 100% of the above qualifications, we still encourage you to apply! 

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Average salary estimate

$41750 / YEARLY (est.)
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$38500K
$45000K

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What You Should Know About Guest Experience Associate, Placemakr

At Placemakr, we're redefining what it means to blend the comforts of home with the essential conveniences of hospitality. We're on the lookout for a dynamic Guest Experience Associate to join our team at our beautiful location in Washington, DC. As a Guest Experience Associate, you will be at the heart of our mission to provide exceptional experiences to our guests from the moment they check in until their departure. Your role will be pivotal in crafting memorable stays by acting as a trusted friend and local insider. You’ll work alongside a dedicated property team, ensuring that our guests enjoy a seamless experience, all while embodying our core values: You Own It, You Make It Better, and You Treat People Right. With a supportive and flexible environment, including remote-first work options and competitive benefits, we empower you to bring your best self to work every day. Plus, the perks are fantastic: from competitive pay and stock options to generous bonuses and even discounts at select Placemakr properties across the US! Join us in creating a world where everyone feels at home, no matter how long they stay.

Frequently Asked Questions (FAQs) for Guest Experience Associate Role at Placemakr
What are the primary responsibilities of a Guest Experience Associate at Placemakr?

As a Guest Experience Associate at Placemakr, your main responsibilities include ensuring our guests, residents, and partners have an exceptional experience. You'll be the first point of contact for guests, providing guidance and assistance throughout their stay. This includes everything from check-ins and payments to resolving any guest inquiries and issues promptly and professionally, all while fostering a collaborative team environment.

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What qualifications do I need to apply for the Guest Experience Associate role at Placemakr?

To apply for the Guest Experience Associate position at Placemakr, you should have at least one year of customer service experience, preferably in hospitality, retail, or food & beverage. Effective communication skills, both verbal and written, and the ability to use technology such as POS and CRM systems are highly advantageous. A positive attitude and commitment to providing exceptional service are essential!

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How does Placemakr support the work-life balance of its Guest Experience Associates?

Placemakr prioritizes the work-life balance of its Guest Experience Associates by offering flexible scheduling options, including the possibility of 3- and 4-day work weeks, depending on the position. This flexibility allows you to manage your personal commitments while still delivering excellent service to our guests and residents. Plus, we provide remote-first work options that ensure you have a balanced approach to work.

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What benefits do Guest Experience Associates receive at Placemakr?

Guest Experience Associates at Placemakr enjoy a comprehensive benefits package that includes competitive pay, stock options, bonuses up to $500 per month, and medical, vision, and dental insurance. Additional perks include paid parental leave, a 401k plan with employer matching, uniforms stipends, and discounts to stay at Placemakr properties across the US, making it a wonderful place to work.

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Is experience in hospitality necessary for the Guest Experience Associate position at Placemakr?

While previous experience in hospitality is beneficial for the Guest Experience Associate role at Placemakr, it is not strictly necessary. We encourage applicants from various backgrounds who exhibit strong customer service skills and a willingness to learn. Even if you don't meet all qualifications, we invite you to apply and showcase your potential to contribute to our team.

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Common Interview Questions for Guest Experience Associate
Can you describe a time when you went above and beyond for a guest?

When answering this question, be specific about the situation. Describe what the guest's needs were, the actions you took to exceed their expectations, and the outcome. Highlighting your commitment to exceptional service and your ability to think creatively can really make your answer stand out.

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How do you handle difficult guests or complaints?

Discuss a strategy that demonstrates your problem-solving skills. Explain how you listen to the guest's concerns, empathize with them, and take appropriate steps to resolve the issue while ensuring they feel valued. Your ability to remain calm and professional under pressure is key.

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What does teamwork mean to you as a Guest Experience Associate?

Emphasize the importance of collaboration and communication in teamwork. Provide examples of past experiences where working together with colleagues led to a successful resolution or enhanced guest experiences. Highlight how you contribute positively to a team environment.

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How would you ensure that our guests feel at home during their stay?

Discuss the ways you establish rapport with guests, support their needs, and create a welcoming atmosphere. Mention how you would leverage local knowledge or resources to enhance their experience and create memorable moments that make them feel at home.

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What do you think are the most important qualities for a Guest Experience Associate?

Identify key qualities like strong communication skills, empathy, adaptability, and a positive attitude. Discuss how these attributes empower you to perform effectively in your role and support a great experience for guests.

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Why do you want to work for Placemakr?

Express your enthusiasm for Placemakr's innovative approach to hospitality and its values. Mention how the company's focus on community, customer service, and commitment to employee development aligns with your career goals and personal values.

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How do you prioritize your tasks during busy periods?

Talk through your approach to time management and organization, especially during peak times. Discuss methods you employ to prioritize tasks while remaining flexible enough to respond to unexpected guest needs effectively.

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Can you provide an example of how you adapted to a challenging situation in a past role?

Choose a relevant scenario that highlights your flexibility and problem-solving capabilities. Explain the challenge, your thought process, and the final outcome, emphasizing how adaptability is critical in the guest experience role.

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What strategies do you use to maintain a positive work environment?

Discuss fostering a supportive team atmosphere, maintaining open communication, and encouraging camaraderie among colleagues. Explain how you handle conflicts constructively to ensure a harmonious workplace.

Join Rise to see the full answer
How do you keep up with evolving industry trends in hospitality?

Highlight your continuous learning skills, whether through webinars, reading articles, or engaging with hospitality communities. Explain why staying informed about industry trends is essential for ensuring outstanding guest experiences.

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Experience+: We place you in the heart of vibrant communities and open our doors to curated hotel-style apartments with amenities aplenty. At Placemakr, you can experience the benefits of living like a local, no matter if you’re dropping in for a ...

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December 23, 2024

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