Experience Ambassador

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 communities offer unrivaled locations, innovative tech-enabled services, and premium amenities to enhance everyday life across cities like 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.

About the role

The Experience Ambassador resolves residents’ inquiries related to in-property and off-premises attractions, facilities, services, or activities. Experience Ambassadors engage directly with residents and homeshare guests prior to and throughout their stay at our communities. This is an in-person, on-site position.

Responsibilities

• 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 valued
• Serve as the first point of contact between guests and the organization
• Prioritize and fulfill the requests of all residents and guests with friendliness, efficiency, confidentiality, and professionalism
• Greet residents by name and with a smile to make guests feel welcomed
• 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 marketing materials, and providing exemplary service
• Answer, record, and process all calls, messages, requests, questions, or concerns
• Run daily reports, identify 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 appropriate action to resolve them, informing management when necessary
• Increase residents’ benefits through active marketing and partnership with neighboring businesses
• Enhance resident satisfaction and retention through programming alongside the Director of Services, General Manager, and one-on-one contact
• Remain knowledgeable of local activities and establishments 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 refreshment stations, taking inventory, and performing necessary tasks
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager
• Comprehend emergency procedures and the property evacuation plan; assist with locking elevators open for emergency crews
• Develop and maintain positive working relationships among building staff
• Store luggage and handle early check-in, late checkout, and other requests when necessary
• Assess property and inform maintenance team of repair or cleaning needs, including logging resident service requests and following up to ensure completion
• Have full knowledge of and comply with all property safety and emergency procedures and local, city, and federal regulations
• Assist with administrative duties such as light copying, package management, and other requests as deemed necessary
• Work on special projects as assigned by management
• Perform other related duties and assignments as needed

Requirements

• 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 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
• Ability to work a flexible schedule, including evenings and weekends

Physical Demands

• Stand behind a desk for the majority of an 8-hour shift
• Move body in repetitive motions for extended periods of time
• Work in indoor and outdoor spaces, with and without covering
• 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

Benefits

• Health & Wellness: Multiple medical, dental, and vision health plan options beginning the first month after your start date, including one fully company-paid plan (no monthly premiums). HSA and FSA options available.
• Invest in Your Future: 401(k) with a 4% company match, eligible after three months of employment.
• Time Off That Grows with You: 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: Team members (and their friends and families) receive travel discounts when staying at a Sentral community.
• Deep Savings: Discounted rates on pet insurance, attractions, rental cars, shows, events, and more.