Director of Experience + Lifestyle (Front Office + Food and Beverage)

Sentral is a network of communities redefining the way people live. Our mission is to be the leading residential hospitality operator through superior performance, enhanced experience, and a network of connected communities. We take the convenience, connection, and comfort of home to new heights—we call it Home+. Our one-of-a-kind communities offer unrivaled locations, innovative tech-enabled services, and premium amenities to enhance everyday life across cities like Atlanta, Austin, Charlotte, Chicago, Denver, Ft. Lauderdale, Los Angeles, Miami, Nashville, Oakland, Philadelphia, Pittsburgh, Portland, San Diego, San Francisco, San Jose, Santa Monica, Scottsdale, and Seattle, with more coming soon.

Our core values reflect our commitment to employees: service-first actions, thinking like an owner, and continuous improvement. We foster an empowered environment rooted in empathy and growth through learning & development, leadership coaching, and mentorship programs. Our team members are curious explorers who strive for great outcomes.

About the role

The Director of Experience & Lifestyle will oversee, plan, and execute the resident and guest experience across the portfolio. You and your team will serve as the first point of customer service, creating the resident experience through service requests, quality assurance, and system implementation. You will craft and drive resident and guest programming, ensuring amenity spaces are consistently activated while fostering relationships with local service providers to offer exclusive resident benefits. This role involves training and growing the team, maintaining hospitality standards, and leading by example with an energetic, positive, and solution-driven attitude.

This is an in-person position located in San Diego, CA. Full weekend availability is required, and flexible availability is highly preferred.

Responsibilities

• Uphold Sentral’s standards, best practices, policies, and excellence in customer service.
• Oversee the budget, procurement of supplies, mood board creation, event documentation, and Experience/Lifestyle folder oversight in SharePoint.
• Own announcement creation and execution for the Sentral App related to the resident journey and lifestyle programming.
• Prepare and drive programming narratives in line with property-specific playbooks.
• Support the narrative around amenity and service experiences for potential residents, including active participation in weekly activations.
• Analyze and report departmental financial statements monthly and assist with variance reports, owner’s letters, and executive summaries.
• Be consistently available during amenity shifts to familiarize residents with services and their new home.
• Spearhead technology and equipment setup for the property and answer related questions from the team and residents.
• Oversee seamless package acceptance, transition, and delivery.
• Triage incoming calls to the appropriate property team department.
• Answer, record, and process all calls, messages, requests, questions, or concerns with friendliness, efficiency, confidentiality, and professionalism.
• Prioritize and fulfill resident and guest requests.
• Greet residents by name to make guests feel welcomed and valued.
• Manage the “Move In + Move Out” program to ensure smooth transitions.
• Create personal and inviting environments for prospects and residents.
• Build the company image by cultivating relationships with influential local companies and figures, and attending networking events.
• Motivate staff daily to promote a positive work environment.
• Provide exceptional customer service by adhering to company standards and responding promptly to resident questions, concerns, and requests.
• Ensure staff compliance with Fair Housing requirements and all applicable laws, codes, and ordinances.
• Investigate resident disturbances, complaints, or requests and provide resolution in accordance with lease agreements and regulations.
• Inspect the property routinely to ensure optimal conditions and report repair or replacement needs to the Director of Building Services.
• Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas.
• Facilitate communication between the Construction Team, Director of Building Services, and relevant agencies (e.g., insurance, fire protection, police) to ensure compliance.
• Perform other related duties and assignments as needed.

Requirements

• Bachelor’s degree.
• 4+ years of experience in hotel events, onsite restaurant, banquet/catering, high-traffic bar/restaurant, members club, or front-office hospitality roles.
• Management and employee development experience.
• Solid understanding of Microsoft Office (Outlook, Excel, Word).
• Strong knowledge of operations with budget formulation.
• Excellent verbal and written communication skills.
• Keen attention to detail with a creative problem-solving approach.
• Ability to work independently and as part of a team.
• Ability to make decisions and initiate action within established guidelines.
• Ability to manage concurrent projects and competing priorities.
• Ability to follow directions to safely utilize equipment.
• Discretion and confidentiality in handling sensitive situations.
• Comfortable working under pressure, handling stressful situations, and acting decisively.
• Flexible schedule, including evenings and weekends.
• Wellness and fitness experience is a plus.

Physical Demands

• Stand behind a desk for the majority of a 9-hour shift.
• Move body in repetitive motions for extended periods.
• Work in indoor and outdoor spaces, with and without covering.
• Move throughout the property as needed.
• Transport boxes and equipment weighing up to 50 pounds.
• Communicate with others in the building.
• Observe details in surrounding areas and on screens.

If you require accommodations for the above duties or during the interview process, please indicate so in the "Accommodations" section of your application.