Experience Associate - Alameda, CA

VetJobs•Alameda, CA

2d•Onsite

About The Position

Sentral is redefining residential living by operating communities that offer convenience, connection, and comfort, referred to as Home+. Our communities are located in prime urban areas and feature innovative technology and premium amenities. We are committed to a people-first culture that values service, ownership thinking, and continuous improvement. We foster an environment of personal growth, career development, and diversity, with offerings in learning, leadership coaching, and mentorship. Our team members are curious, driven, and focused on achieving great outcomes.

Requirements

High School Diploma or equivalent required
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 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
A competent team player with a positive attitude and the knack to smile under all circumstances
Exemplify a high level of reliability, trustworthiness, and integrity, and initiative
Ability to work a flexible schedule, including evenings and weekends

Nice To Haves

some college preferred

Responsibilities

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