Experience Associate

Sentral • Denver, CO

2d • $24 - $26 • Onsite

About The Position

The Experience Associate is the first point of contact for Sentral’s residents, homeshare guests, and visitors, helping create a welcoming and high-quality hospitality experience. This on-site role engages with residents and guests before and throughout their stays, responds to requests, communicates community information, and helps enforce property rules. The associate maintains a professional, service-oriented presence and supports the Experience Manager and broader property team with daily operations, training, tours, administrative work, and special projects.

The role requires working in an in-person property environment that may include indoor and outdoor areas. The associate must be able to stand behind a desk for most of an eight-hour shift, move throughout the property, perform repetitive motions, communicate with people in the building, observe details in surrounding areas and on a screen, and transport boxes or equipment weighing up to 20 pounds, with or without reasonable accommodation. The schedule may include evenings and weekends.

Requirements

• High school diploma or equivalent.
• At least 1 year of experience in hospitality or the customer service industry.
• Strong passion for hospitality and exceptional customer service.
• Excellent interpersonal and communication skills, including in-person, telephone, email, and text communication with residents, guests, coworkers, management, and third-party vendors.
• Computer proficiency and the ability 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 prevent escalation.
• Positive, dependable, trustworthy, and professional team player with integrity and initiative.
• Ability to work a flexible schedule, including evenings and weekends.
• Ability, with or without reasonable accommodation, to stand behind a desk for most of an eight-hour shift; perform repetitive motions for extended periods; move throughout the property; transport boxes and equipment weighing up to 20 pounds; communicate with people in the building; and observe details in surrounding areas and on a screen.

Nice To Haves

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

Responsibilities

• Uphold Sentral’s customer-service standards and create welcoming experiences for residents, guests, and vendors.
• Build rapport with residents and guests, respond to communications and inquiries, handle reservation-related details, and help meet guest and resident needs.
• Maintain property assets and guest and resident information according to Sentral standards, practices, policies, and procedures.
• Assist with Experience team scheduling when needed and support daily standups, monthly meetings, new process development, and execution.
• 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 with interviewing, onboarding, training, and mentoring new Experience team members.
• Provide supervisory coverage for the Experience team when the Experience Manager and Director of Operations are absent.
• Maintain entry lobbies and common spaces, including stocking and taking inventory of refreshment stations and cleaning immediate areas.
• 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 early check-in, late checkout, and other requests when necessary.
• Facilitate self-guided, virtual, and on-site tours as needed and answer common questions from prospects and current residents.
• 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 relevant information for the next shift.
• Know and comply with property safety and emergency procedures and applicable local, city, and federal regulations.
• Assist with administrative duties such as copying and package management, support special projects, cross-train in other property areas, and perform other assigned duties.

Benefits

• Multiple medical, dental, and vision plan options beginning the first month after the start date, including one fully company-paid plan.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• 401(k) with a 4% company match, eligible after three months of employment.
• 11 paid holidays and eight types of paid time off, including personal days, one floating holiday each year, and Enrichment Hours for volunteering or career development.
• Travel discounts for team members and their friends and families at Sentral communities.
• Discounted rates on pet insurance, attractions, rental cars, shows, events, and more.

What This Job Offers

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