Overnight Guest Experience Associate
On-siteArlington, Texas, United States
Arlington, Texas, United StatesOn-siteFull TimeEntry LevelMedium
Full TimeEntry LevelMedium
Job Summary
Serve as the primary overnight point of contact for guests and residents, ensuring check-ins are completed per standards and responding to communications via text, email, HubSpot, and Airbnb. Audit check-ins and check-outs, clear nightly queues, and independently evaluate situations to escalate urgent issues as needed. Collaborate with property team members to maintain a safe, secure environment and complete thorough shift handovers. Utilize maintenance, housekeeping, and other systems accurately while handling administrative tasks and off-site requests.
Required Qualifications
- 1+ year of previous experience delivering excellent customer service in environments such as hospitality, retail, multi-family or food & beverage
- Previous experience working overnight hours
- Previous experience communicating effectively with internal and external customers, both verbally and in writing
- Previous experience using a POS, CRM or customer communication system
- Previous experience with hotel night audit systems and processes
- Ability to independently complete assigned tasks (including maintenance, housekeeping or inventory-related tasks) with urgency
- Ability to work effectively in a collaborative environment
- Ability to work overnight hours between 10pm and 8am during the week, weekends and holidays
- Ability to work overnight hours and utilizing independent judgement that is required from an overnight point of contact
- Must be legally authorized to work in the United States
- Must be 18 years or older
- Ability to stand, sit, or walk for an extended time
- Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance
Desired Qualifications
- Demonstrated ability to learn and utilize systems or technology
- Previous experience using a POS, CRM or customer communication system a plus
- Previous experience with hotel night audit systems and processes a plus
- You have a can-do attitude
- 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
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