Experience Ambassador - Front Desk Agent/Package Concierge

Experience AmbassadorAt Sentral, we are building a team of people-first focused individuals who thrive on going above and beyond. Ideal candidates will exemplify a can-do attitude, a growth mindset, and an entrepreneurial drive. Successful candidates will be proactive, solution-oriented, and have strong ownership of their work. The Experience Ambassador resolves residents' inquiries related to in-property and off-premises attractions, facilities, services, or activities. Experience Ambassadors are responsible for engaging directly with residents and with homeshare guests prior to and throughout their stay at our communities.This is an in-person position located on-site of the property. Weekend availability is required for this role.What You'll Do:Uphold Sentral's standards, best practices, policies and procedures, and value of excellence in customer serviceEstablish rapport with residents and guests so they always feel lovedServe as the first point of contact between guests and the organizationPrioritize and fulfill the requests of all residents and guests with great friendliness, efficiency, confidentiality, and professionalism.Greet residents by their name and with a smile to make guests feel welcomed and valuedProvide exceptional hospitality in compliance with quality assurance expectations and standards to create a memorable customer experienceResolve disputes promptly with the goal of achieving customer satisfactionIncrease company reputation and ensure sustainable growth by discussing the benefits of living at the property, distributing active marketing materials, and providing exemplary service to residentsAnswer, record, and process all calls, messages, requests, questions, or concernsRun daily reports, identify any special requests, and check reports for accuracyProtect the property and its residents by monitoring who comes in and out of the premisesProactively identify potential issues and take the appropriate action to resolve them, informing management when necessaryConstantly increase residents' benefits through active marketing and partnership with the neighboring businessesIncrease resident satisfaction and retention within the community through programming alongside the Director of Services, General Manager, and one-on-one contactRemain knowledgeable of local activities and establishments in the area to offer recommendations, answer questions, and give directionsManage building access for guests, residents, and authorized vendors using key system technologyMaintain the atmosphere and cleanliness of entry lobbies and common spaces by stocking and taking inventory of refreshment stations, cleaning up immediate areas and any other necessary tasks to ensure guests and residents feel welcomeFollow all company safety and security policies and procedures, and report accidents, injuries, and unsafe work conditions to managerFully comprehend emergency procedures and the property evacuation plan, and assist with locking elevators open for emergency crewsDevelop and maintain positive working relationships among building staffStore luggage and politely handle early check-in, late checkout, and any other requests when necessaryAssess property and inform maintenance team of any need for repair or cleaning, including receiving and logging resident service requests and following up to ensure completionHave full knowledge of and be compliant with all property safety and emergency procedures and follow all local, city and federal regulationsAssist with administrative duties such as light copying, package management and other requests as deemed necessary by management and residentsWork on special projects as deemed necessary by managementPerform other related duties and assignments as needed and assignedSkills and Experience:High School Diploma or equivalent required; some college preferredA minimum of one year of experience working in hospitality or customer service industry requiredMultifamily experience preferredExcellent 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 textComputer savvy with the capacity to learn and master multiple software systemsAbility to analyze, organize, prioritize, and follow up with a strong sense of urgencyActive listening skills, strong attention to detail, and strong organizational skills when responding to inquiries and requestsProactive decision-making and problem-solving skillsDemonstrated ability to diffuse and respond to customer concerns to avoid escalation of the problemAbility to work a flexible schedule, including evenings and weekendsCommunity Team Perks + Benefits:• Health & Wellness: We offer multiple medical, dental, and vision health plan options that begin the first month after your start date! There is one fully company-paid plan (no monthly premiums for you)*, and HSA and FSA options to set aside pre-tax dollars. *Premiums apply for spouse, dependent, or family coverage plans • Invest in Your Future: Eligible after just three months of employment, we offer a 401(k) with a 4% company match to help you reach your savings goals. • Time Off That Grows with You: In addition to 11 paid holidays, Sentral offers 8 different types of paid time off (PTO) to meet all of life's demands. These 8 types of PTO include personal days that have no waiting period to use, one floating holiday each year, Enrichment Hours for volunteering or career development, and more! • Travel Discount: Team members (and their friends and families) receive travel discounts when they stay at a Sentral community. • Deep Savings: All team members at Sentral receive discounted rates on pet insurance, attractions, rental cars, shows, events, and more!The following requirements are intended to reflect the expected work environment and physical demands of the role. Candidate must be able to perform the following activities with or without reasonable accommodation to be successful in the role:Stand behind a desk for the majority of an 8-hour shiftMove body in repetitive motions for extended periods of timeWork in a space that includes indoor and outdoor spaces, with and without coveringMove throughout the property as neededTransport boxes and equipment weighing up to 20 poundsCommunicate with other persons in the buildingObserve details in surrounding areas and on a screenIf you require accommodations to the above listed job duties or would like to request accommodations during the interview process, please indicate so on your applications in the "Accommodations" section.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. While there is no exact recipe for ensuring our residents feel loved, we believe a key ingredient is seeking and employing individuals that reflect the uniqueness of our residents.As an Equal Opportunity Employer, we do not discriminate based upon actual or perceived race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, 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.