Director of Experience

About Sentral

Sentral is a network of urban residential communities redefining the way people live, travel, and work. Sentral takes the convenience, connection, and comfort of home to new heights-we call it Home+. Designed for the mobile professional, our one-of-a-kind communities offer designer-furnished and unfurnished apartments with flexible lengths of stay in walkable, vibrant neighborhoods. Premium amenities include everything from thoughtful co-working spaces and high-speed Wi-Fi to fitness centers, rooftop pools, homesharing, and more. 

Whether you stay a year, a night or somewhere in between, 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, San Francisco, San Jose, Santa Monica, Scottsdale, and Seattle, with more coming soon.

Our core values reflect our commitment to our employees, as we elevate humanity and 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 colleagues 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 Director of Experience  will be responsible for improving 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 in quality assurance and system implementations from time to time. 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. 

T his 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. 
• Spearhead and complete technology and equipment set-up for the property.
• 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. 
• Compile and deliver completed leasing applications to the leasing team. 
• 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” program and to ensure smooth transition and execution. 
• Create a personal and inviting environment for all prospects and residents. 
• Ensure that follow-up telephone calls are made to all qualified unclosed traffic within 24 hours. 
• 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 on a daily basis to promote a positive and exciting work environment. 
• Develop positive relationships with residents to create a personal and welcoming 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 Construction Manager or Maintenance Supervisor. 
• Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas. 
• Manage current lease audits, property inventory, and service contracts, and arrange new contracts, and terminate existing contracts as required. 
• Facilitate communication between the Construction Team/ Maintenance Supervisor and insurance carrier, fire protection, police department, and other agencies having jurisdiction over property to ensure that property compliance with codes and regulations of each agency. 
• Analyze and report the property financial statements and activity monthly and assist the Asset Manager with the preparation of variance Report, Owner's Letters and Executive Summaries. 
• Complete all equipment and supply leases/purchases for the Property. 
• Perform other related duties and assignments as needed and assigned. 

Skills and Experience  

• Bachelor's degree 
• 3+ years of experience in the property management industry working in leasing, customer service, and/or hospitality 
• Hospitality experience required
• Management/employee development experience 
• Proficiency with Yardi 
• 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 in an aggressive environment 
• Ability to work a flexible schedule, including evenings and weekends 

Sentral Benefits

• Healthcare Coverage: We are committed to providing comprehensive healthcare plans (medical, dental, vision, and other benefit options) to our team members and their families. 
• Career Development: We offer extensive learning and development opportunities to support growth. 
• Paid Time Off: Sentral fosters a flexible work lifestyle by offering generous paid time off to team members. 
• Matching 401K: To help you reach your savings goals, we offer a 401(k) plan with a match.