Experience Associate

Sentral • Denver, CO

1d • Onsite

About The Position

The Experience Associate is an on-site, in-person first point of contact for residents, homeshare guests, and visitors at a Sentral community. The role focuses on delivering welcoming, attentive service, supporting guest and resident needs before and throughout their stays, maintaining community standards, and helping ensure property rules and procedures are followed. The associate also supports the Experience Manager and team with scheduling, training, meetings, operations, and supervisory coverage when needed.

The position includes guest and resident communications, building access management, amenity monitoring, local recommendations, homeshare program support, tours, package and luggage assistance, service-request coordination, shift reporting, and administrative tasks. Associates help maintain clean, welcoming lobby and common areas, follow safety and emergency procedures, and cross-train in other property functions as needed.

Requirements

• High school diploma or equivalent required; some college preferred.
• At least 1 year of experience in hospitality or customer service required.
• Strong passion for hospitality and exceptional customer service.
• Excellent interpersonal skills and effective communication with residents, guests, team members, 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, strong attention to detail, and strong organizational skills when responding to inquiries and requests.
• Proactive decision-making and problem-solving skills.
• Ability to defuse and respond to customer concerns to avoid escalation.
• Positive, cooperative team-player attitude and ability to remain pleasant under pressure.
• Reliability, trustworthiness, integrity, and initiative.
• Ability to work a flexible schedule, including evenings and weekends.
• Ability to perform the listed duties with or without reasonable accommodation, including standing behind a desk for most of an 8-hour shift, repetitive movement, moving throughout the property, transporting items up to 20 pounds, communicating with people in the building, and observing details in the environment and on a screen.

Nice To Haves

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

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.
• Support Experience team scheduling when needed and help lead daily standups and monthly meetings.
• Create “Surprise and Delight” moments for residents and guests.
• Learn community software such as Yardi and Stayntouch, and train others on its use.
• Share knowledge of local eateries, parks, and businesses with residents and guests upon request.
• 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 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 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 answer questions about hosting, guest-facing procedures, operating hours, and house rules.
• Store luggage and handle early check-in, late checkout, and other requests when necessary.
• Facilitate self-guided, virtual, and on-site tours as needed; answer common questions from prospects and current residents about Sentral Sales.
• Assess the property for repairs or cleaning needs, log resident service requests, and follow up to ensure completion.
• Complete daily tasks and shift reports, including pertinent information for the next shift.
• Understand 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, and complete special projects as assigned.
• Cross-train in other property areas to help ensure guest services are covered.
• Perform other related duties and assignments as needed and assigned.

Benefits

• Multiple medical, dental, and vision plan options beginning the first month after the start date, including one fully company-paid plan.
• HSA and FSA options.
• 401(k) with a 4% company match, eligible after three months of employment.
• 11 paid holidays.
• Eight types of paid time off, including personal days with no waiting period, one floating holiday each year, and Enrichment Hours for volunteering or career development.
• Travel discounts for team members, friends, and family at Sentral communities.
• Discounted rates on pet insurance, attractions, rental cars, shows, and events.

What This Job Offers

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