Overnight Guest Experience Associate
Overview
You own the overnight guest experience at Placemakr, a tech-enabled hospitality platform blending apartment living, vacation rentals, and hotel stays. You serve as the primary point of contact for guests and residents from 10pm to 8am, ensuring safety, satisfaction, and seamless operations. You collaborate with a tight-knit property team and use tools like HubSpot and Airbnb to resolve issues and maintain audit accuracy. This role stands out with a $2/hour overnight differential and a $500/month bonus program.
What You'll Do8
- 1Deliver exceptional guest experiences by acting as a trusted friend and local insider during overnight hours.
- 2Audit guest check-ins and check-outs using HubSpot and Airbnb to ensure accuracy and compliance.
- 3Respond to guest communications via text, email, and HubSpot within 15 minutes.
- 4Clear nightly queues for housekeeping, maintenance, and guest requests using internal systems.
- 5Evaluate urgency of issues and escalate to leadership for emergencies or policy violations.
- 6Complete detailed shift handovers at 8am, documenting all unresolved items.
- 7Maintain a safe and secure environment by monitoring access and following emergency protocols.
- 8Collaborate with morning team members to ensure smooth transitions and follow-through on guest issues.
Requirements7
- 11+ year in hospitality, retail, multi-family, or food & beverage with direct customer service.
- 2Prior overnight shift experience with independent decision-making.
- 3Proven verbal and written communication skills for guest and team interactions.
- 4Ability to learn and use POS, CRM, or customer communication systems.
- 5Experience with night audit tasks, preferably with hotel systems.
- 6Capability to handle physical tasks, including lifting up to 50 pounds and standing for extended periods.
- 7Flexibility to work rotational overnight shifts, including weekends and holidays.
Salary Insight
$44 - $48k per year
Location
Required Skills
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