Experience Manager

Sentral • Scottsdale, AZ

4d • Onsite

About The Position

At Sentral, we are building a team of people-first focused individuals who thrive on going above and beyond. Ideal candidates will exemplify a can-do attitude, a growth mindset, and an entrepreneurial drive. Successful candidates will be proactive, solution-oriented, and have strong ownership of their work. The Experience Manager is essential to supporting our hospitality products at the property level. This role provides five-star guest service by communicating with guests prior to arrival, greeting them upon arrival and assisting them throughout their stay.
This is an in-person position located on-site of the property.

Requirements

• Bachelor’s degree in hospitality management preferred
• Experience in hospitality (hotels and resorts, private luxury clubs, travel management, etc.)
• Strong customer service track record that demonstrates an ability to make people feel cared for and supported even under stressful circumstances
• Exceptional interpersonal and self-awareness skills, including active listening skills
• Proficient with communication technology and quick learner of new software
• Excellent written and verbal communication skills
• Demonstrated enthusiasm for creating inclusive and respectful workplaces
• Unquestioned integrity with the ability to manage confidential information and sensitive situations with the highest level of discretion and judgment
• Ability to work a flexible schedule, including evenings and weekends

Responsibilities

• Uphold Sentral’s standards, best practices, policies and procedures, and value of excellence in customer service
• Handle property assets, guest and resident information in a way that maintains Sentral standards, best practices, and policies and procedures
• Work to organize guest stays to ensure thorough service throughout the guest experience
• Ensure every guest experiences five-star service in a hospitality environment and actively seek five star/positive reviews from guests; coach Experience Team to do the same
• Set the example for the Experience Associates by projecting an upbeat and positive attitude, warmly acknowledging all residents, guests, and vendors with a smile, greeting them first and conveying a willingness-to-serve attitude
• Assist in development, creation and ongoing improvement of guest communications, Guest Book, Guidebook, and other items to promote guest experience as deemed necessary by Sentral and the General Manager.
• Work closely with property team members to ensure that they are updated, trained, and ready when residents or guests have questions
• Lead the Experience Team
• Plan, coordinate and oversee resident and guest events with assistance of Sentral Marketing and Explorer teams
• Oversee each guest experience through tasks including but not limited to ensuring room is inspected and amenity is placed, ensuring Experience Team knows when to expect guest, ensuring guest is having a great stay, ensuring guest departs and housekeeping is aware then re-inspecting the room for either another guest arrival or resident return
• Prior to Head of Housekeeper position starting, manage the relationship with 3rd party housekeeping vendor
• Lead Experience Team on implementing guest experience/events and communications
• Learn and train others on community systems
• Work closely with the Technology team to oversee hospitality technology implementations onsite
• Assist in developing processes and SOPs for experience and reservations team as appropriate
• Respond to booking inquiries, guest questions, onsite issue resolution and billing questions, and follow up with the guest to ensure satisfaction
• Collaborate with Revenue Management team to ensure rate adjustments will help maximize booking revenue
• Perform other related duties and assignments as needed and assigned

Benefits

• Health & Wellness: We offer multiple medical, dental, and vision health plan options that begin the first month after your start date! There is one fully company-paid plan (no monthly premiums for you), and HSA and FSA options to set aside pre-tax dollars.
• Premiums apply for spouse, dependent, or family coverage plans
• Invest in Your Future: Eligible after just three months of employment, we offer a 401(k) with a 4% company match to help you reach your savings goals.
• Time Off That Grows with You: In addition to 11 paid holidays, Sentral offers 8 different types of paid time off (PTO) to meet all of life's demands. These 8 types of PTO include personal days that have no waiting period to use, one floating holiday each year, Enrichment Hours for volunteering or career development, and more!
• Travel Discount: Team members (and their friends and families) receive travel discounts when they stay at a Sentral community.
• Deep Savings: All team members are Sentral receive discounted rates on pet insurance, attractions, rental cars, shows, events, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees