Director of Resident Experience & Lifestyle

About Sentral

Sentral is a network of communities redefining the way people live. Sentral's 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. Sentral lets you live life on your own terms 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, and Seattle, with more coming soon. 

Our core values reflect our commitment to our employees, as we are service first in our actions, value thinking like an owner, and continuously strive to make one another better. We strongly believe in continuous personal improvement, career growth and diversity in our workforce. With ongoing learning & development offerings, leadership coaching and mentorship programs, we foster an empowered environment rooted in empathy and growth. Our team members are curious explorers who never stop learning and who strive for great outcomes. 

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Position Overview and Responsibilities  

At Sentral, we are building a team of service-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 Director of Experience & Lifestyle will be responsible for the oversight, planning and execution of the resident and guest experience throughout the Portfolio. You and your team will serve as the first point of customer service to anyone entering the building. You are responsible for creating the resident experience through demonstration and execution of service requests. In addition, you will be responsible for assisting with quality assurance and system implementation. 

The Director of Experience & Lifestyle will be responsible for crafting and driving the resident and guest programming ensuring all amenity spaces are consistently set and activated. Whilst fostering and maintaining relationships with preferred service providers within the local + wider community to ensure exclusive offerings are made available to residents. You will be the key player in driving, executing and supporting consistently the experiences programming development, growth and reputation leading by example, with an energetic, positive and solution driven attitude. Training and growing the team will also be a core function. You will be charged with ensuring hospitality standards are met along with all other related duties and assignments. 

This is an in-person position located on-site of the property.

What You'll Do: 

• Uphold Sentral's standards, best practices, policies and procedures, and value of excellence in customer service. 

• Oversee the budget, procurement of supplies needed to execute activations and events, mood board creation per activation + resident event, who/what/when/where document completion + Experience // Lifestyle folder oversight in Share Point. 

• Ownership of announcement creation + consistent execution of deliverables for the Sentral App as it relates to the resident journey + lifestyle programming. 

• Prepare and drive various lessons learned, programming and partnership narratives in line with property specific playbooks. 

• Support the narrative around the amenity and service experience to present to potential residents inclusive of actively participating in all weekly activations. 

• Analyze and report departmental financial statements and activity monthly and assist respective department heads // Home Team Leadership with the preparation of variance Report, Owner's Letters and Executive Summaries as needed and assigned. 

• Be available consistently for all shifts in amenity spaces in order to familiarize new and existing residents with our services and their new home. 

• Spearhead and complete technology and equipment set-up for the property as needed.

• Readily answer all technology-related questions from the building team and residents. 

• Oversee and ensure seamless package acceptance, transition, and delivery. 

• Triage all incoming phone calls to the appropriate property team department. 

• Answer, record, and process all calls, messages, requests, questions, or concerns. 

• Assist the different property teams on an as-needed basis. 

• Prioritize 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 valued. 

• Manage “Move In + Move Out” program and to ensure smooth transition and execution. 

• Create personal and inviting environments for all prospects and residents. 

• Build the company image by cultivating relationships with influential companies and figures throughout the area. and through attending networking events and relevant industry events. 

• Effectively motivate staff members daily to promote a positive and exciting work environment. 

• Provide exceptional customer service by adhering to company standards and responding promptly to all resident questions, concerns, and requests. 

• Ensure staff compliance with Fair Housing requirements and all applicable laws, codes, and ordinances. 

• Investigate resident disturbances, complaints or requests and provide resolution in accordance with regulations established in the lease agreements and/or Condominium Documents. 

• Inspect Property routinely to ensure optimal conditions and report any repair or replacement needs to the Director of Building Services. 

• Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas. 

• Facilitate communication between the Construction Team, Director of Building Services and insurance carrier, fire protection, police department, and other agencies having authority over property to ensure that property compliance with codes and regulations of each agency. 

• Build the company image by cultivating relationships with influential companies and figures throughout the area. 

• Perform other related duties and assignments as needed and assigned. 

Skills and Experience  

• Bachelor's degree 

• 4+ years of experience in hotel events, onsite restaurant, banquet and/or catering department, high traffic bar/restaurant, members club establishment background, guest and/or customer service experience/front office 

• Hospitality experience required

• Management/employee development experience 

• Solid understanding of Microsoft Office (Outlook, Excel, Word) 

• Strong knowledge of operations with budget formulation 

• Excellent verbal and written communication skills 

• Keen attention to detail with a creative problem-solving approach 

• Ability to work independently and as part of a team 

• Ability to make decisions and initiate action within established guidelines 

• Ability to manage concurrent projects and competing priorities 

• Ability to follow directions to safely utilize all equipment 

• Ability to handle situations with the highest level of discretion and confidentiality 

• Comfortable working under pressure, handling stressful situations, and acting decisively

• Ability to work a flexible schedule, including evenings and weekends 

• Wellness and Fitness experience a plus 

• 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 a 9-hour shift 

• Move body in repetitive motions for extended periods of time 

• Work in a space that includes indoor and outdoor spaces, with and without covering 

• Move throughout the property as needed 

• Transport boxes and equipment weighing up to 50 pounds 

• Communicate with other persons in the building 

• Observe details in surrounding areas and on screens 

Community 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 shift
• Move body in repetitive motions for extended periods of time
• Work in a space that includes 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

If 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.