Overnight Experience Ambassador

Sentral•Los Angeles, CA

2d•Onsite

About The Position

Sentral is redefining residential living as a network of communities that offer convenience, connection, and comfort. The Experience Ambassador is responsible for resolving resident inquiries, engaging with residents and homeshare guests, and providing exceptional hospitality. This is an in-person role requiring availability on weekends and an overnight schedule from Tuesday to Saturday, 11 pm to 7:30 am. The ideal candidate will possess a can-do attitude, a growth mindset, and an entrepreneurial drive, being proactive, solution-oriented, and taking ownership of their work.

Requirements

High School Diploma or equivalent required
A minimum of one year of experience working in hospitality or customer service industry required
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

Nice To Haves

Some college preferred
Multifamily experience preferred

Responsibilities

Uphold Sentral’s standards, best practices, policies and procedures, and value of excellence in customer service
Establish rapport with residents and guests so they always feel loved
Serve as the first point of contact between guests and the organization
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
Provide exceptional hospitality in compliance with quality assurance expectations and standards to create a memorable customer experience
Resolve disputes promptly with the goal of achieving customer satisfaction
Increase company reputation and ensure sustainable growth by discussing the benefits of living at the property, distributing active marketing materials, and providing exemplary service to residents
Answer, record, and process all calls, messages, requests, questions, or concerns
Run daily reports, identify any special requests, and check reports for accuracy
Protect the property and its residents by monitoring who comes in and out of the premises
Proactively identify potential issues and take the appropriate action to resolve them, informing management when necessary
Constantly increase residents’ benefits through active marketing and partnership with the neighboring businesses
Increase resident satisfaction and retention within the community through programming alongside the Director of Services, General Manager, and one-on-one contact
Remain knowledgeable of local activities and establishments in the area to offer recommendations, answer questions, and give directions
Manage building access for guests, residents, and authorized vendors using key system technology
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
Follow all company safety and security policies and procedures, and report accidents, injuries, and unsafe work conditions to manager
Fully comprehend emergency procedures and the property evacuation plan, and assist with locking elevators open for emergency crews
Develop and maintain positive working relationships among building staff
Store luggage and politely handle early check-in, late checkout, and any other requests when necessary
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
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
Perform other related duties and assignments as needed and assigned