Director of Resident Experience

Position Overview and Responsibilities

The Director of Experience at Sentral is responsible for enhancing the resident and guest experience across the portfolio. Key responsibilities include:

• Upholding Sentral’s standards and best practices in customer service.
• Spearheading technology and equipment setup for the property.
• Answering technology-related questions from the building team and residents.
• Oversight of seamless package acceptance, transition, and delivery.
• Triage all incoming phone calls and process calls, messages, requests, and concerns.
• Compiling and delivering completed leasing applications to the leasing team.
• Assisting different property teams as needed.
• Prioritizing and fulfilling requests with friendliness, efficiency, confidentiality, and professionalism.
• Greeting residents by name and with a smile to make them feel welcomed and valued.
• Managing the "Move In" program for smooth transitions and executions.
• Creating a personal and inviting environment for all prospects and residents.
• Making follow-up telephone calls to qualified unclosed traffic within 24 hours.
• Cultivating relationships with influential companies and figures throughout the area through attending networking events and relevant industry events.
• Effectively motivating staff members to promote a positive and exciting work environment.
• Developing positive relationships with residents to create a welcoming environment.
• Providing exceptional customer service by adhering to company standards and responding promptly to all resident inquiries, concerns, and requests.
• Ensuring staff compliance with Fair Housing requirements and all applicable laws, codes, and ordinances.
• Investigating resident disturbances, complaints, or requests and providing resolutions in accordance with lease agreements and/or Condominium Documents.
• Inspecting the property regularly to ensure optimal conditions and reporting any repair or replacement needs.
• Maintaining the cleanliness of the lobby, sidewalks, entrances, and related work areas.
• Managing lease audits, property inventory, and service contracts, arranging new contracts, and terminating existing ones as necessary.
• Facilitating communication between the Construction Team/Maintenance Supervisor and insurance carriers, fire protection, police departments, and other agencies.
• Analyzing and reporting property financial statements and activity monthly, assisting the Asset Manager with variance reports, owner letters, and executive summaries.
• Completing all equipment and supply leases/purchases for the property.

Skills and Experience

• Bachelor’s degree
• 3+ years of experience in property management, preferably in leasing, customer service, and/or hospitality
• Hospitality experience required
• Management/employee development experience
• Proficiency with Yardi
• Strong understanding of Microsoft Office (Outlook, Excel, Word)
• Excellent verbal and written communication skills
• Creative problem-solving ability
• Ability to work independently and as part of a team
• Decision-making and action-taking ability within established guidelines
• Ability to manage concurrent projects and competing priorities
• Ability to follow directions to safely utilize all equipment
• Handling situations with the highest level of discretion and confidentiality
• Comfortable working under pressure, handling stressful situations, and acting decisively in an aggressive environment
• Ability to work a flexible schedule, including evenings and weekends

Community Team Perks + Benefits

• Health & Wellness: Multiple medical, dental, and vision health plan options starting the first month after hire, with one fully company-paid plan. HSA and FSA options available.
• Invest in Your Future: 401(k) with a 4% company match after 3 months of employment.
• Time Off That Grows with You: 11 paid holidays plus 8 types of paid time off (personal days, floating holiday, enrichment hours).
• Travel Discount: Team members and their friends/families receive travel discounts when staying at a Sentral community.
• Deep Savings: Discounted rates on pet insurance, attractions, rental cars, shows, events, and more!

Requirements

• Ability to stand for the majority of an 8-hour shift.
• Perform repetitive motions for extended periods.
• Work in a space that includes indoor and outdoor areas.
• Move throughout the property as needed.
• Transport boxes and equipment weighing up to 20 pounds.
• Communicate with other persons in the building.
• Observe details in surrounding areas and on a screen.