Manager - Beverly Hills, CA

Position: Experience Manager - Beverly Hills, CA
Job Description

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.

Full-Time in Los Angeles, CA - $70.30k - $73k
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, Chicago, Denver, Los Angeles, Miami, Nashville, Oakland, Philadelphia, 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.

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 Manager is essential to supporting our hospitality products at the property level. This role provides five-star guest service by communicating with guests prior to arrival, greeting them upon arrival and assisting them throughout their stay.

This is an in-person position located in Beverly Hills, CA. Weekend availability is required, and the shift schedule is Thursday-Monday from 7am-4:30pm.

What You'll Do:

Uphold Sentral's standards, best practices, policies and procedures, and value of excellence in customer service
Handle property assets, guest and resident information in a way that maintains Sentral standards, best practices, and policies and procedures
Work to organize guest stays to ensure thorough service throughout the guest experience
Ensure every guest experiences five-star service in a hospitality environment and actively seek five star/positive reviews from guests; coach Experience Team to do the same
Set the example for the Experience Associates by projecting an upbeat and positive attitude, warmly acknowledging all residents, guests, and vendors with a smile, greeting them first and conveying a willingness-to-serve attitude
Assist in development, creation and ongoing improvement of guest communications, Guest Book, Guidebook, and other items to promote guest experience as deemed necessary by Sentral and the General Manager.
Work closely with property team members to ensure that they are updated, trained, and ready when residents or guests have questions
Lead the Experience Team
Plan, coordinate and oversee resident and guest events with assistance of Sentral Marketing and Explorer teams
Oversee each guest experience through tasks including but not limited to ensuring room is inspected and amenity is placed, ensuring Experience Team knows when to expect guest, ensuring guest is having a great stay, ensuring guest departs and housekeeping is aware then re-inspecting the room for either another guest arrival or resident return
Prior to Head of Housekeeper position starting, manage the relationship with 3rd party housekeeping vendor
Lead Experience Team on implementing guest experience/events and communications
Learn and train others on community systems
Work closely with the Technology team to oversee hospitality technology implementations onsite
Assist in developing processes and SOPs for experience and reservations team as appropriate
Respond to booking inquiries, guest questions, onsite issue resolution and billing questions, and follow up with the guest to ensure satisfaction
Collaborate with Revenue Management team to ensure rate adjustments will help maximize booking revenue
Perform other related duties and assignments as needed and assigned

Additional Qualifications/Responsibilities

Skills and…