Guest Experience Associate

About the role

At Placemakr, home meets hospitality, and this role is central to that fusion as you own the end-to-end guest journey from arrival to departure with a can-do spirit. You are the primary point of contact for our guests and residents, owning both the visible welcome and the behind-the-scenes operations that keep everything running seamlessly. Your utility player mentality means you will jump in wherever needed, fixing basic maintenance issues, prepping rooms, and stocking amenities to ensure a flawless experience. You will uphold our mission of exceptional service by embodying our Community Norms and taking pride in how your work contributes to the overall operation. No task is too small, and no shift is the same, which is why you will thrive in this fast-paced, hands-on environment. Over time, your consistent excellence will directly impact guest satisfaction and the perceived value of the real estate we curate. This is a role for someone who believes that exceptional service is not just a task but a core identity.

Key facts

What you'll do

Coordinate the arrival and departure flow for guests to ensure a smooth and welcoming experience from check-in to check-out.

Perform basic maintenance troubleshooting and minor repairs to resolve issues quickly and maintain guest comfort.

Prepare rooms meticulously by cleaning, restocking amenities, and ensuring every space meets Placemakr standards.

Stock communal areas and guest suites with necessary supplies to prevent disruptions and support daily operations.

Serve as the first responder for guest inquiries and concerns, providing timely and empathetic problem-solving.

Conduct regular walkthroughs of the property to identify maintenance needs and ensure compliance with safety protocols.

Collaborate with property leaders and non-property teams to align on execution priorities and service improvements.

Utilize our tech-enabled systems to log guest requests, track resolutions, and communicate updates effectively.

Support special events or turnovers as needed to maximize property utilization and guest satisfaction.

Demonstrate Placemakr's Community Norms in every interaction to reinforce our brand values and community spirit.

Adapt to a rotational schedule that includes weekdays, evenings, weekends, and holidays to ensure 24/7 guest coverage.

Engage in continuous learning to understand property-specific nuances and enhance the overall guest journey.

Maintain accurate documentation of completed tasks and communicate any potential risks or delays proactively.

Act as a brand ambassador by sharing information about Placemakr's amenities and neighborhood partnerships.

Contribute to a positive team environment by supporting colleagues and participating in collaborative problem-solving.

Requirements

You must be at least 21 years of age to be considered for this role.

You must have the right to work in the United States and provide documentation before starting employment.

You must pass a background check and a drug screening as part of the hiring process.

You must be able to perform the essential functions of this role with or without reasonable accommodation.

You must have reliable transportation to commute to the downtown Austin location each day.

You must have consistent attendance and punctuality for all scheduled shifts.

You must be able to lift up to 50 pounds occasionally during your shift.

You must be able to stand, walk, and move about the property for extended periods as required by the role.

Nice to have

Previous experience in hospitality, property management, or a guest-facing role is preferred.

Familiarity with basic maintenance tasks or a proactive approach to learning hands-on responsibilities.

Comfort using technology platforms and apps to manage guest requests and operational tasks.

Practical notes

This position is located in downtown Austin.

The hourly rate is 19.25/hour.

This is a full-time position requiring the ability to work during the week, weekends, evenings, and holidays. The exact days of the week will be rotational.