Front Desk Supervisor

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 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 100% 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 escalated guest issues with autonomy, 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. 
• Support your property leader in 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, assisting in tracking of time and attendance infractions and ensuring shift coverage for call-offs. 
• Begin developing your people leadership skills by observing or partnering with your property leader during performance scorecard conversations, interviewing and scheduling duties. 
• Assist in the tracking of inventory and proactively communicate inventory-related concerns to your property leader. 
• Additional duties and responsibilities, as assigned. 

What it takes

• 3+ years of previous experience delivering excellent customer service in environments such as hospitality, retail, multi-family or food & beverage. 
• 1+ year 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. 
• 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 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 Supervisors 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 Supervisors and an exceptional guest experience. 

Responsibilities

• Ensure that our guests/residents have everything they need to have the best stay possible, so that they never want to stay anywhere other than Placemakr again   
• Manage your team of Guest Experience Associates, ensuring they are well trained, supported and set up to succeed in their roles 
• Take ownership of the overall front of house operation, collaborating cross-functionally with other leaders and implementing best practice operations to achieve a consistent level of service that meets Placemakr brand standards while beating budget 
• Lay the groundwork each day to ensure you and the team are prepared for all guest/resident interactions including but not limited to residential requests/updates, checking guests in and out, assigning rooms, making keys, preparing parking passes, collecting ID’s/payment, answering phones, securing and servicing front door and garage controlled access, and assisting customers with any and all questions or needs   
• Become an expert on your building and the surrounding neighborhood so that you can provide recommendations + concierge level services and help solve on-site problems with creative solutions 
• 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, consistently positive customer reviews, and more 
• Create a culture consistent with Placemakr’s core values and world-class quality of service 
• Additional duties and responsibilities as assigned

Qualifications

• You have a high school diploma and at least 2-5 years of hospitality/concierge experience. 
• You have at least one (1) year of experience as a team leader, supervisor or mentor which allows you to excel at managing all guest-facing employees during your shift. 
• You are a people person and love making other people happy. Your personality is infectious, leaving a positive lasting impression on everyone you come in contact with. 
• You are obsessed with customer service. Your life’s calling is to delight the guests you serve at every turn. In your personal life, you are empathetic to the needs of others. 
• You are a stellar communicator who can effectively communicate with guests from all walks of life. 
• You are highly organized and excel at managing your time and resources proactively to knock your goals out of the park- the kind of person who keeps their desk clean and orderly and multitasks efficiently and effectively. 
• You’re the kind of person that everyone is excited to be around because they feel like you’re a true team player. 
• You hear and see yourself in our core values, and are excited to live by them.