Front Desk Agent (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 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, Seattle, and 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.

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 position located in San Diego, CA. Full weekend availability is required, and preference will be given to candidates with open availability.

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
• Increase 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, cleaning immediate areas, and performing other 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 receiving and logging resident service requests and following up to ensure completion
• Have full knowledge of and comply with all property safety and emergency procedures and follow all 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 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
• 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. One fully company-paid plan (no monthly premiums), plus HSA and FSA options. Premiums apply for spouse, dependent, or family coverage plans.
• 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.