Experience Associate - Denver, CO

VetJobs•Denver, CO

2d•$24 - $26•Onsite

About The Position

The Experience Associate is the first point of contact for Sentral residents, guests, and vendors, helping create a welcoming and high-quality residential hospitality experience. This in-person, on-site role engages with residents and homeshare guests before and throughout their stays, responds to their needs, supports property operations, and helps ensure community policies and procedures are followed. The position also provides support to the Experience Manager and team through scheduling, onboarding, training, meetings, and supervisory coverage when needed.

Requirements

High school diploma or equivalent.
At least 1 year of experience in hospitality or customer service.
Strong passion for hospitality and exceptional customer service.
Excellent interpersonal skills and ability to communicate effectively in person, by telephone, and via email or text with residents, guests, team members, management, and third-party vendors.
Computer savvy and able to learn and master multiple software systems.
Ability to analyze, organize, prioritize, and follow up with a strong sense of urgency.
Active listening, strong attention to detail, and strong organizational skills when responding to inquiries and requests.
Proactive decision-making and problem-solving skills.
Ability to diffuse and respond to customer concerns to avoid escalation.
Positive, team-oriented attitude.
Reliability, trustworthiness, integrity, and initiative.
Ability to work a flexible schedule, including evenings and weekends.

Nice To Haves

Some college.
Multifamily and/or hospitality experience.

Responsibilities

Uphold Sentral’s customer service standards and establish rapport with residents and guests.
Warmly acknowledge residents, guests, and vendors and maintain a positive, service-oriented attitude.
Handle property assets and guest and resident information according to Sentral standards, policies, and procedures.
Respond to communications and inquiries, manage reservation-related questions, and gather guest details and special requests.
Help schedule the Experience team when needed.
Create “Surprise and Delight” moments for residents and guests.
Learn and train others on community software, including Yardi and Stayntouch.
Share knowledge of the city and local community and recommend eateries, parks, and businesses.
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, interviewing, training, process development, and execution.
Support onboarding and ongoing mentorship of new Experience team members.
Provide supervisory coverage of the Experience team when the Experience Manager and Director of Operations are absent.
Maintain the cleanliness and welcoming atmosphere of lobbies and common spaces, including stocking and taking inventory of refreshment stations.
Explain Sentral’s homesharing program to residents and answer guest-facing questions about hours, house rules, and check-in and check-out procedures.
Store luggage and handle early check-in, late checkout, and other guest requests when necessary.
Facilitate self-guided, virtual, or on-site tours when assisting the sales team.
Answer common questions from prospects and current residents about Sentral Sales.
Assess the property, report repair or cleaning needs to maintenance, log resident service requests, and follow up on completion.
Complete daily tasks and shift reports, including information that should be passed to the next shift.
Understand and follow property safety and emergency procedures and applicable local, city, and federal regulations.
Assist with administrative duties such as copying and package management.
Work on special projects as assigned by management.
Cross-train in other property areas to help ensure guest services are covered.
Perform other related duties and assignments as needed.