Experience Ambassador (Overnight)

San Jose, CA, United States

About Sentral

Sentral is a network of urban residential communities redefining the way people live, travel, and work. Sentral takes the convenience, connection, and comfort of home to new heights-we call it Home+. Designed for the mobile professional, our one-of-a-kind communities offer designer-furnished and unfurnished apartments with flexible lengths of stay in walkable, vibrant neighborhoods. Premium amenities include everything from thoughtful co-working spaces and high-speed Wi-Fi to fitness centers, rooftop pools, homesharing, and more.

Whether you stay a year, a night or somewhere in between, Sentral lets you live life on your own terms in the heart of the world's best cities: Atlanta, Austin, Chicago, Denver, Los Angeles, Miami, Nashville, Oakland, Philadelphia, Pittsburgh, San Francisco, San Jose, Santa Monica, Scottsdale, and Seattle, with more coming soon.

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 workforce. 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.

Position Overview and Responsibilities

At Sentral, we are building a team of people-first focused individuals who thrive on going above and beyond. Ideal candidates will exemplify a can-do attitude, a growth mindset, and an entrepreneurial drive. Successful candidates will be proactive, solution-oriented, and have strong ownership of their work. The Experience Ambassador resolves residents’ inquiries related to in-property and off-premises attractions, facilities, services, or activities. Experience Ambassadors are responsible for engaging directly with residents and with homeshare guests prior to and throughout their stay at our communities.

This is an in-person position located in San Jose, CA.

What You’ll Do:

Uphold Sentral’s standards, best practices, policies and procedures, and value of excellence in customer service

Establish rapport with residents and guests so they always feel loved

Serve as the first point of contact between guests and the organization

Prioritize and fulfill the requests of all residents and guests with great friendliness, efficiency, confidentiality, and professionalism.

Greet residents by their name and with a smile to make guests feel welcomed and valued

Provide exceptional hospitality in compliance with quality assurance expectations and standards to create a memorable customer experience

Resolve disputes promptly with the goal of achieving customer satisfaction

Increase company reputation and ensure sustainable growth by discussing the benefits of living at the property, distributing active marketing materials, and providing exemplary service to residents

Answer, record, and process all calls, messages, requests, questions, or concerns

Run daily reports, identify any special requests, and check reports for accuracy

Protect the property and its residents by monitoring who comes in and out of the premises

Proactively identify potential issues and take the appropriate action to resolve them, informing management when necessary

Constantly increase residents’ benefits through active marketing and partnership with the neighboring businesses

Increase resident satisfaction and retention within the community through programming alongside the Director of Services, General Manager, and one-on-one contact

Remain knowledgeable of local activities and establishments in the area to offer recommendations, answer questions, and give directions

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

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

Follow all company safety and security policies and procedures, and report accidents, injuries, and unsafe work conditions to manager

Fully comprehend emergency procedures and the property evacuation plan, and assist with locking elevators open for emergency crews

Develop and maintain positive working relationships among building staff

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

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

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 and residents

Work on special projects as deemed necessary by management

Perform other related duties and assignments as needed and assigned

Skills and Experience

High School Diploma or equivalent required; some college preferred

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

Ability to work a flexible schedule, including evenings and weekends

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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