Experience Associate - Denver, CO

Military Spouse Corporate Career Network•Denver, CO

1d•Onsite

About The Position

The Experience Associate is the first point of contact for guests and residents and helps create a welcoming, high-quality residential hospitality experience. This on-site role engages with residents and homeshare guests before and throughout their stays, responds to their needs, supports property operations, and helps enforce community rules. The associate is expected to demonstrate integrity, professionalism, empathy, a positive attitude, and a strong service orientation. The role also supports the Experience Manager and the broader team with scheduling, meetings, interviewing, onboarding, training, mentorship, and process development. Associates may provide supervisory coverage when the Experience Manager and Director of Operations are absent. They help maintain common areas, manage building access and guest requests, support tours and sales inquiries, coordinate service requests with maintenance, complete shift reports, and assist with administrative tasks and special projects.

Responsibilities

Uphold Sentral’s customer-service standards and create a welcoming experience for residents, guests, and vendors.
Build rapport with residents and guests, respond to communications and inquiries, and help meet their needs, including handling reservation details and special requests.
Handle property assets and guest and resident information according to Sentral’s standards, policies, and procedures.
Create “Surprise and Delight” moments for residents and guests.
Learn and train others on community software, including Yardi and Stayntouch.
Recommend local eateries, parks, and businesses and serve as an ambassador for the city and local community.
Manage building access for guests, residents, and authorized vendors using key system technology.
Monitor amenity spaces and ensure residents and guests follow community policies.
Assist the Experience Manager with daily standups, monthly meetings, interviews, training, onboarding, mentorship, and process development and execution.
Provide supervisory coverage for the experience team when the Experience Manager and Director of Operations are absent.
Maintain the atmosphere and cleanliness of entry lobbies and common spaces, including stocking and taking inventory of refreshment stations.
Explain Sentral’s homesharing program to residents and guests, including hosting, hours of operation, house rules, and check-in and check-out procedures.
Store luggage and handle requests such as early check-in and late checkout when needed.
Facilitate self-guided, virtual, and on-site tours as needed and answer common sales and prospect questions.
Assess the property, report repair or cleaning needs to maintenance, log resident service requests, and follow up on their completion.
Complete daily tasks and shift reports, including relevant information for the next shift.
Know and follow property safety and emergency procedures and applicable local, city, and federal regulations.
Assist with administrative duties, including light copying and package management.
Work on special projects, cross-train in other property areas, and perform other related duties as assigned.