Lead Front Desk Concierge (Experience Associate) - DTLA

Experience Associate

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…