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 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.

Position Overview

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.

• Handle property assets, guest and resident information in a way that maintains Sentral standards, best practices, and policies and procedures
• Ensure every guest experiences five-star service in a hospitality environment and actively seek five star/positive reviews from guests; coach Experience Team to do the same
• Set the example for the Experience Associates by projecting an upbeat and positive attitude, warmly acknowledging all residents, guests, and vendors with a smile, greeting them first and conveying a willingness-to-serve attitude
• Work closely with property team members to ensure that they are updated, trained, and ready when residents or guests have questions
• Hiring and recruiting of new Experience Associates with assistance from DOO
• Support with front desk coverage
• Evaluating service reviews from guests and using them to develop plan of action with Experience Team as necessary
• Training Experience Team to effectively handle challenges with a service-oriented manner including anticipating, preventing, identifying, and solving situations as necessary
• Providing leadership, coaching on customer service skills and assisting team in meeting and exceeding performance standards
• Empowering Experience Team and providing clear expectations and service recovery standards as well as “Surprise and Delight” moments
• Supporting amenity preparation for incoming guests
• Evaluating Experience Team's knowledge of the area to answer guest and resident questions and provide guidance on what to do in the area
• Plan, coordinate and oversee resident and guest events with of site team
• Oversee each guest experience through tasks including but not limited to ensuring room is inspected and amenity is placed, ensuring Experience Team knows when to expect guest, ensuring guest is having a great stay, ensuring guest departs and housekeeping is aware then re-inspecting the room for either another guest arrival or resident return
• Assist in developing processes and SOPs for experience and reservations team as appropriate
• Respond to booking inquiries, guest questions, onsite issue resolution and billing questions, and follow up with the guest to ensure satisfaction

Skills and Experience

• High School Diploma or equivalent required; some college preferred
• Minimum of one year of experience in a customer service-related industry and one year of apartment leasing experience or a combination of accounting skills/education with customer service experience is preferred
• Must possess strong attention to detail and sales ability
• Demonstrated ability to support and contribute to the community team
• Strong oral and written communication skills
• Great time management skills
• Strong decision-making and problem-solving skills
• Computer literate with capability in email, MS Office, and related communication tools
• Must possess a positive attitude and the ability to smile under all circumstances
• Willingness to participate in training in order to comply with new or existing laws
• Ability to work a flexible schedule, including evenings and weekends
• Must be neat, clean, and professional at all times throughout the workday and/or whenever present at the community
• Demonstrated ability to diffuse and respond to customer concerns to avoid escalation of the problem