Engineering Manager – Customer Growth and Experience
Plaid
Job Level
Junior
About the role
- Manage guest operations from check-in to check-out, including resolution of guest requests and complaints
- Ensure cleanliness and high quality condition of apartments
- Manage and coordinate with third-party service providers (plumbing, electricians, house cleaning, painters, carpenters, etc.) and building administration
- Assist the sales team with apartment visits for potential customers
- Provide data-driven recommendations and process improvements to improve operational efficiency, customer service, and quality of stays
- Conduct regular check-in inspections and manage guest access (key management and keyless access codes); communicate access details with GX team
- Assist GX team with check-in instructions and building entrance details
- Manage welcome kits and cleaning essentials inventory
- Coordinate with housekeeping, maintenance and other teams to schedule tasks and ensure timely turnaround between guest stays
- Replace essential items and cleaning supplies between guests and schedule/supervise check-out cleanings
- Conduct check-out procedures and report/track maintenance and furniture replacement tasks resulting from check-out
- Provide feedback to the design team about furniture quality
- Maintain oversight on expenditures and costs as part of guest operations responsibilities
Requirements
- 1+ years of operational and/or customer service experience in hospitality/vacation rental industry
- Previous experience using Property Management Systems
- Able to work from office but also out and around
- Valid driving license is a plus
- Hands on & resolutive attitude
- Comfortable working in cross-functional teams
- Fluency in English and German required
