Director of Resident Experience & Lifestyle

About Sentral

Sentral is a network of communities redefining the way people live. Sentral’s 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. Sentral lets you live life on your own terms in the heart of the world's best cities: Atlanta, Austin, Charlotte, Chicago, Denver, Houston, Los Angeles, Miami, Nashville, Oakland, Philadelphia, Phoenix, Pittsburgh, Portland, San Francisco, San Jose, Santa Monica, Scottsdale, and Seattle, with more coming soon.

Our core values reflect our commitment to our employees, as we are service first in our actions, value thinking like an owner, and continuously strive to 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 team members are curious explorers who never stop learning and who strive for great outcomes.

About the Role

The Director of Experience & Lifestyle will be responsible for the oversight, planning, and execution of the resident and guest experience throughout the Portfolio. You and your team will serve as the first point of customer service to anyone entering the building. You are responsible for creating the resident experience through demonstration and execution of service requests. In addition, you will assist with quality assurance and system implementation. This role involves crafting and driving resident and guest programming, ensuring all amenity spaces are consistently set and activated, and fostering relationships with preferred service providers to offer exclusive resident experiences. Training and growing the team will also be a core function. This is an in-person position located on-site at the property.

Responsibilities

• Uphold Sentral’s standards, best practices, policies, and procedures, and value of excellence in customer service.
• Oversee the budget and procurement of supplies needed for activations and events, including mood board creation, event documentation, and Experience & Lifestyle folder oversight in SharePoint.
• Own the creation and execution of announcements for the Sentral App related to the resident journey and lifestyle programming.
• Prepare and drive lessons learned, programming, and partnership 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 and activity monthly; assist with variance reports, Owner’s Letters, and Executive Summaries.
• Be consistently available during all shifts in amenity spaces 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 phone calls to the appropriate property team department.
• Answer, record, and process all calls, messages, requests, questions, or concerns with professionalism.
• Assist property teams on an as-needed basis and prioritize resident and guest requests with efficiency and confidentiality.
• Greet residents by name and with a smile to create a welcoming environment.
• 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 concerns.
• 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.
• 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 external 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.
• 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.
• Ability to handle situations with discretion and confidentiality.
• Comfortable working under pressure, handling stressful situations, and acting decisively.
• Ability to work a 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 other persons in the building.
• Observe details in surrounding areas and on screens.

Benefits

• Health & Wellness: Multiple medical, dental, and vision plan options beginning the first month after your start date. One fully company-paid plan (no monthly premiums), plus HSA and FSA options. Premiums apply for spouse, dependent, or family coverage.
• Invest in Your Future: 401(k) with a 4% company match, eligible after three months of employment.
• Time Off: 11 paid holidays plus 8 types of paid time off (PTO), including personal days with no waiting period, one floating holiday per year, and Enrichment Hours for volunteering or career development.
• Travel Discount: Discounts for team members (and their friends and families) when staying at a Sentral community.
• Deep Savings: Discounted rates on pet insurance, attractions, rental cars, shows, events, and more.

If you require accommodations for the job duties listed or during the interview process, please indicate so in the "Accommodations" section of your application. Sentral is dedicated to creating a diverse and inclusive work environment that champions all backgrounds, identities, and voices. We strive to cultivate a space where our team members feel valued, and our residents feel loved. As an Equal Opportunity Employer, we do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.