Front Office Supervisor (Hotel Experience Required) - Charlotte, NC

Front Office Supervisor (Hotel Experience Required) - Charlotte, NC

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

At 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 Associate is the first point of contact for our guests and residents and our first opportunity to make them feel welcome and loved. The Experience Associate will display a high level of integrity and professionalism and will complement the property through appearance, performance, and service orientation, while ensuring property rules and regulations are enforced. Experience Associates 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. This role requires weekend availability and afternoon shifts and able to commute between 3 different communities near by.

What You'll Do:

Uphold Sentral's value of excellence in customer service

Establish rapport with residents and guests so they always feel loved

Handle property assets, guest and resident information in a way that maintains Sentral standards, best practices, and policies and procedures

Project an upbeat and positive attitude by warmly acknowledging all residents, guests, and vendors with a smile, greeting them first and conveying a willingness-to-serve attitude

Use empathy to understand and help meet the needs of our residents and guests and establish rapport with residents and guests

Respond to resident and guest communications, answer inquiries, and offer suggestions to ensure their needs are met; this includes but is not limited to fielding guest reservation requests, obtaining guest names, arrival times, reason for stay, and any special requests

Provide assistance with scheduling of the Experience team when needed

In charge of organizing and delivering packages for all residents

Create "Surprise and Delight" moments for residents and guests

Learn and train others on community software, such as Yardi and Stayntouch

Be an ambassador for the city and local community and share knowledge with guests and residents to recommend local eateries, parks, and businesses upon request

Manage building access for guests, residents, and authorized vendors using key system technology

Monitor amenity spaces and ensure residents and guests are adhering to community policies

Assist Experience Manager in leading daily standups and monthly meetings

Assist Experience Manager with interviewing, training of new Experience team members

Support onboarding and training of new Experience team members and provide ongoing mentorship

Assist Experience Manager with new process development and execution

Provide supervisory coverage of the experience team in the absence of Experience Manager and Director of Operations

Maintain 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 welcome

Demonstrate thorough understanding of Sentral's homesharing program and be able to answer resident questions about becoming hosts, while also knowledgeable of the program from the guest-facing side (hours of operation, house rules, check-in/check-out procedures, etc.)

Store luggage and politely handle early check-in, late checkout, and any other requests when necessary

Assist sales team by facilitating self-guided or virtual tours and onsite tours when needed.

Embrace the importance of Sentral Sales by understanding and being able to answer common questions asked by prospects and current residents.

Assess property and inform maintenance team of any need for repair or cleaning, including receiving and logging resident service requests and following up to ensure completion

Complete daily tasks and shift reports, providing an overview of what occurs during shift and highlighting pertinent information that needs to be passed on to the next shift

Have full knowledge of and be compliant 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 by management and residents

Work on special projects as deemed necessary by management

Cross train in other areas of property to ensure all guest services are covered

Perform other related duties and assignments as needed and assigned

Additional Qualifications/Responsibilities:

Skills and Experience

High School Diploma or equivalent required; some college preferred

1+ years of experience working in hospitality or customer service industry required

Multifamily and/or hospitality experience preferred

Strong passion for hospitality and providing exceptional customer service.

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 of the problem

A competent team player with a positive attitude and the knack to smile under all circumstances

Exemplify a high level of reliability, trustworthiness, and integrity, and initiative

Ability to work a flexible schedule, including evenings and weekends