Experience Ambassador - Front Office

About Sentral

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, 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 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.

Responsibilities

• Uphold Sentral’s standards, best practices, policies, and procedures, and value 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 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 to create memorable experiences.
• Resolve disputes promptly to achieve customer satisfaction.
• Increase company reputation by discussing benefits of living at the property, distributing marketing materials, and delivering 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 residents by monitoring access and proactively identifying potential issues.
• Increase resident benefits through active marketing and partnerships with neighboring businesses.
• Enhance resident satisfaction and retention via community programming and one-on-one contact.
• Remain knowledgeable of local activities to offer recommendations, answer questions, and provide directions.
• Manage building access for guests, residents, and authorized vendors using key system technology.
• Maintain cleanliness of entry lobbies and common spaces, including stocking refreshment stations and inventory.
• Follow all company safety and security policies, and report accidents or unsafe conditions.
• Comprehend emergency procedures and assist with evacuations, including locking elevators for emergency crews.
• Develop and maintain positive working relationships among building staff.
• Store luggage and handle early check-in, late checkout, and other requests.
• Assess property and inform maintenance of repair or cleaning needs, including logging service requests and following up.
• Comply with all property safety, emergency procedures, and local regulations.
• Assist with administrative duties such as light copying and package management.
• Work on special projects as assigned by management.
• Perform other related duties as needed.

Requirements

• High School Diploma or equivalent required; some college preferred.
• Minimum of one year of experience in hospitality or customer service; multifamily experience preferred.
• Excellent interpersonal skills and ability to communicate effectively with residents, guests, team members, and vendors.
• Computer savvy with the capacity to learn and master multiple software systems.
• Strong organizational skills, attention to detail, and ability to prioritize with a sense of urgency.
• Active listening skills and proactive decision-making for problem-solving.
• Ability to diffuse and respond to customer concerns to avoid escalation.
• Flexible schedule, including evenings and weekends.

The following physical demands are expected for this role, with or without reasonable accommodation:

• Stand behind a desk for the majority of an 8-hour shift.
• Repetitive body motions for extended periods.
• Work in indoor and outdoor spaces, with or without covering.
• Move throughout the property as needed.
• Transport boxes and equipment weighing up to 20 pounds.
• Communicate with others 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. 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.
• 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 friends/family) when staying at Sentral communities.
• Deep Savings: Discounted rates on pet insurance, attractions, rental cars, shows, events, and more.