Experience Associate - Alameda, CA

VetJobs • Alameda, CA

7d • Onsite

About The Position

The Experience Associate is the first point of contact for residents, guests, and vendors at Sentral’s on-site residential hospitality community. The role focuses on delivering welcoming, attentive service, building rapport, responding to questions and requests, and ensuring community rules and procedures are followed. Associates engage with residents and homeshare guests before and throughout their stays, help create memorable experiences, and support the day-to-day operation and coordination of the Experience team.

The position also supports team scheduling, meetings, interviewing, onboarding, training, and process development. It may provide supervisory coverage when the Experience Manager and Director of Operations are absent. The associate helps maintain common areas, supports tours and sales inquiries, manages building access, handles packages and luggage, records shift and service information, and coordinates maintenance needs. This is an in-person, on-site position. The posting lists compensation as “$28 – $29 / year.”

Requirements

• High school diploma or equivalent required.
• At least 1 year of experience in hospitality or customer service required.
• Strong passion for hospitality and exceptional customer service.
• Excellent interpersonal and communication skills with residents, guests, teammates, management, and third-party vendors, in person, by telephone, email, or text.
• 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, attention to detail, and 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, collaborative team-player attitude.
• Reliability, trustworthiness, integrity, and initiative.
• Ability to work a flexible schedule, including evenings and weekends.

Nice To Haves

• Some college preferred.
• Multifamily and/or hospitality experience preferred.

Responsibilities

• Uphold Sentral’s customer-service standards and establish rapport with residents and guests.
• Handle property assets and guest and resident information according to Sentral standards, best practices, policies, and procedures.
• Warmly acknowledge residents, guests, and vendors and maintain a positive, service-oriented attitude.
• Use empathy to understand and meet residents’ and guests’ needs.
• Respond to communications and inquiries, offer suggestions, and handle reservation-related details and special requests.
• Assist with scheduling 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 local eateries, parks, businesses, and other community recommendations.
• 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 and monthly meetings.
• Assist with interviewing and training new Experience team members; support onboarding and provide ongoing mentorship.
• Assist the Experience Manager with developing and executing new processes.
• Provide supervisory coverage for the Experience team when the Experience Manager and Director of Operations are absent.
• Maintain the atmosphere and cleanliness of lobbies and common spaces, including stocking and taking inventory of refreshment stations.
• Understand Sentral’s homesharing program and answer resident and guest questions about hosting, operating hours, house rules, and check-in/check-out procedures.
• Store luggage and handle early check-in, late checkout, and other requests when necessary.
• Facilitate self-guided, virtual, or on-site tours to support the sales team.
• Understand Sentral Sales and answer common questions from prospects and current residents.
• Assess the property, inform maintenance of repair or cleaning needs, log resident service requests, and follow up on completion.
• Complete daily tasks and shift reports, including information to pass to the next shift.
• Know and comply with property safety and emergency procedures and applicable local, city, and federal regulations.
• Assist with administrative duties, including copying and package management, and other requests from management and residents.
• Work on special projects as assigned by management.
• Cross-train in other property areas to ensure guest services are covered.
• Perform other related duties and assignments as needed and assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED