Experience Ambassador

San Jose, CA, United States

About Sentral

Sentral is establishing a new category in urban living that reimagines the way people live, travel, and work. This new category, called Home+, combines the comforts of home with the adventure of travel. Offering both designer furnished and unfurnished homes with flexible lengths of stay, Sentral enables residents to live or visit stylish buildings in the nation’s most coveted cities for any period of time, whether a night, a month, or multiple years.

Our core values reflect our commitment to our employees, as we elevate humanity and make one another better. We strongly believe in continuous personal improvement, career growth and diversity in our work force. With ongoing learning & development offerings, leadership coaching and mentorship programs, we foster an empowered environment rooted in empathy and growth. Our colleagues are curious explorers who never stop learning and who strive for great outcomes. Learn more about Sentral by visiting our website: www.sentral.com

Job Summary

At Sentral, we are building a team of people-first focused individuals who thrive on going above and beyond. Ideal candidates will exemplify a good sense of humor, a positive attitude, a growth mindset, and an entrepreneurial drive. The Experience Associate is the first point of contact for our guests and residents and our first opportunity to make them feel welcome and loved. The ideal candidate should have a hospitality or multifamily background and a strong passion for hospitality and providing exceptional customer service. The Experience Associate will display a high level of integrity and professionalism and will complement the property through appearance, performance, and service orientation, while ensuring property rules and regulations are enforced. Experience Associates are responsible for engaging directly with residents and with homeshare guests prior to and throughout their stay at our communities. This role reports to the Experience Manager, or in cases when staffing plan does not have an Experience Manager, the General Manager.

Essential Duties & Responsibilities

Handle property assets, guest and resident information in a way that maintains Sentral standards, best practices, and policies and procedures

Project an upbeat and positive attitude by warmly acknowledging all residents, guests, and vendors with a smile, greeting them first and conveying a willingness-to-serve attitude

Must be dependable, trustworthy, genuine, and able to show initiative, including anticipating guest or operational needs

Use empathy to understand and help meet the needs of our residents and guests and establish rapport with residents and guests

Respond to resident and guest communications, answer inquiries, and offer suggestions to ensure their needs are met; this includes but is not limited to fielding guest reservation requests, obtaining guest names, arrival times, reason for stay, and any special requests.

Create “Surprise and Delight” moments for residents and guests

Be an ambassador for the city and local community and share your knowledge with guests and residents. Be able to recommend local eateries, parks, and businesses upon request

Manage building access for guests, residents, and authorized vendors using key system technology

Monitor amenity spaces and ensure residents and guests are adhering to community policies

Maintain the atmosphere and cleanliness of entry lobbies and common spaces by stocking and taking inventory of refreshment stations, cleaning up immediate areas and any other necessary tasks to ensure guests and residents feel welcome

Demonstrate thorough understanding of Sentral’s homesharing program and be able to answer resident questions about becoming hosts, while also knowledgeable of program from the guest-facing side (hours of operation, house rules, check-in/check-out procedures, etc.)

Store luggage and politely handle early check-in, late checkout, and any other requests when necessary

Assist sales team by facilitating self-guided or virtual tours and onsite tours when needed.

Embrace the importance of Sentral Sales by understanding and being able to answer common questions asked by prospects and current residents.

Assess property and inform maintenance team of any need for repair or cleaning, including receiving and logging resident service requests and following up to ensure completion

Complete daily tasks and shift reports, providing an overview of what occurs during shift and highlighting pertinent information that needs to be passed on to the next shift

Have full knowledge of and be compliant with all property safety and emergency procedures and follow all local, city and federal regulations

Assist with administrative duties such as light copying, package management and other requests as deemed necessary by management

Work on special projects as deemed necessary by management and be willing to work flexible hours

Must be able to cross train in other areas of property to ensure all guest services are covered

Skills and Experience

A minimum of one year of experience working in hospitality or customer service industry required

Multifamily experience preferred

Excellent interpersonal skills and the ability to communicate effectively with residents, guests, team, management, and third-party vendors in person, by telephone, and via email or text.

Computer savvy with the capacity to learn and master multiple software systems

Ability to analyze, organize, prioritize, and follow up with a strong sense of urgency

Active listening skills, strong attention to detail, and strong organizational skills when responding to inquiries and requests

Proactive decision-making and problem-solving skills

Demonstrated ability to diffuse and respond to customer concerns to avoid escalation of the problem

A competent team player with a positive attitude and the knack to smile under all circumstances

High School Diploma or equivalent required; some college preferred

Sentral Benefits

Healthcare Coverage: We are committed to providing comprehensive healthcare plans (medical, dental, vision, and other benefit options) to our team members and their families.

Career Development: We offer extensive learning and development opportunities to support growth.

Paid Time Off: Sentral fosters a flexible work lifestyle by offering generous paid time off to team members.

Matching 401K: To help you reach your savings goals, we offer a 401(k) plan with a match.

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