Experience Ambassador - (Front Desk Agent)

About the role

Sentral is a network of communities offering premium amenities and services in top-tier cities. The Experience Ambassador role is an in-person position located on-site at the property, serving residents and homeshare guests from Tuesday to Saturday from 6:00am to 2:30pm.

Responsibilities

• Uphold Sentral’s standards, best practices, policies and procedures, and value of excellence in customer service
• Establish rapport with residents and guests to ensure they always feel loved
• Engage directly with residents and guests, serving as the first point of contact
• Prioritize and fulfill requests with great friendliness, efficiency, confidentiality, and professionalism
• Greet residents by name and with a smile to make them feel welcomed and valued
• Provide exceptional hospitality and comply with quality assurance expectations to create memorable experiences
• Resolve disputes promptly to achieve customer satisfaction
• Increase company reputation and ensure sustainable growth by discussing benefits of living at the property, distributing marketing materials, and providing exemplary service
• Enhance resident satisfaction and retention through programming and one-on-one contact
• Stay informed about local activities and establishments to offer recommendations, answer questions, and provide directions
• Manage building access for guests, residents, and vendors using key system technology
• Proactively identify and resolve potential issues, reporting to management when necessary
• Manage refreshment stations and common spaces, ensuring they are stocked and clean
• Assess property needs and inform maintenance team of repairs or cleaning
• Follow all company safety and security policies and procedures, reporting accidents, injuries, and unsafe conditions to management
• Develop and maintain positive relationships with building staff and residents
• Perform administrative duties such as light copying, package management, and other requests as assigned
• Participate in special projects as needed

Qualifications

• 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
• Active listening skills, strong attention to detail, and strong 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 of the problem
• Ability to work a flexible schedule, including evenings and weekends