Lead Front Desk Concierge (Experience Associate) - DTLA

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 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 in downtown Los Angeles, CA. The required shift schedule for this role is Saturday-Wednesday.

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 
• 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

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 

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.