Guest Experience Associate

Placemakr; New York (NY); On-site; USD 46,000 - 58,000; Full time

Benefits offered by this job

Competitive pay rate

Bonus up to $500/month

Company stock options

401k + 4% employer matching

Medical, Vision & Dental

Job summary

Placemakr in New York City is seeking a Guest Experience Associate to be the on-site frontline for guests and residents, delivering exceptional service from check-in to departure. You will work with a collaborative property team, upholding our community norms and keeping guests safe and satisfied.

Requirements include 1+ year in customer service and strong written and verbal communication. The role is full-time with a pay rate of $22.50/hr, weekly pay, and a comprehensive benefits package

Qualifications

• 1+ year of experience delivering excellent customer service.
• Experience communicating effectively with internal and external customers, both verbally and in writing.
• Ability to learn and utilize systems (POS, CRM) for guest interactions.

Responsibilities

• Provide exceptional experiences to guests and residents, embodying Placemakr's standards.
• Collaborate with the property team to ensure smooth operations.
• Maintain a safe, secure, and compliant environment for guests and staff.
• Respond to guest inquiries via text, email, HubSpot, and Airbnb.
• Handle check-in processes and collect payments following established protocols.

Skills

Customer service

Written communication

Verbal communication

CRM/POS systems

Tools

POS systems

CRM systems

Job description

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.

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 rate
• Generous monthly bonus program of up to $500/month
• Company stock options
• 401k + 4% employer matching program
• Medical, Vision & Dental Insurance plan options
• Flexible Spending Account & Health Savings Account options
• 15 days of accrued paid time off (PTO) per year, with the flexibility to use it, roll it over, or cash it out!
• PTO increases to 20 days per year after 2.5 years of employment
• Enjoy a paid day off for your birthday to celebrate your day, your way!
• Paid Parental Leave
• Paid Life Insurance
• 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, plus ZayZoon as an option to access your paycheck before your payday
• Plus, discounts to stay at select Placemakr properties all over the US
• The exact benefit terms and coverage are detailed in the Employee Handbook. Please note that Placemakr has the right amend policies and are subject to change

This is an on-site position located in New York City, NY. The pay rate for this position is $22.50/hr

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 [e-mail]

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.

Placemakr participates in the E-Verify program as part of our hiring process in order to stay committed to maintaining a legal workforce and complying with all applicable employment laws. E-Verify is a federal system that allows employers to confirm the employment eligibility of newly hired employees by comparing information from an employee’s Form I-9 to data from U.S. Department of Homeland Security and Social Security Administration records. All new hires will be required to complete the Form I-9 and may be verified through the E-Verify system. For more information about E-Verify, please visit www.e-verify.gov.

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.