Front Office Agent (Flexible Shifts)

Sentral • Philadelphia, PA

3d • $22 - $23 • Onsite

About The Position

Sentral is hiring a people-first Front Office Agent, described in the posting as an Experience Ambassador, to provide hospitality and support to residents and homeshare guests. The role serves as the first point of contact for guests and the organization, engaging with residents and guests before and throughout their stays. The position is in person and on-site at the property, with a flexible schedule that includes evenings and weekends.

The agent handles inquiries and requests, supports building access and security, shares information about local attractions and services, and helps maintain welcoming, clean common areas. The role also involves coordinating with building staff and management, recording and following up on service requests, assisting with administrative tasks, and responding appropriately to safety and emergency situations. The agent is expected to uphold Sentral’s service standards, policies, and procedures and help foster resident satisfaction and retention.

Requirements

• High school diploma or equivalent required.
• At least one year of experience in hospitality or the customer service industry required.
• 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.
• Demonstrated ability to diffuse and respond to customer concerns to avoid escalation.
• Ability to work a flexible schedule, including evenings and weekends.

Nice To Haves

• Some college preferred.
• Multifamily experience preferred.

Responsibilities

• Uphold Sentral’s standards, best practices, policies, procedures, and customer service values.
• Build rapport with residents and guests and serve as their first point of contact.
• Prioritize and fulfill requests with friendliness, efficiency, confidentiality, and professionalism; greet residents by name and make guests feel welcome.
• Provide hospitality in accordance with quality assurance expectations and standards, and resolve disputes promptly to achieve customer satisfaction.
• Discuss the benefits of living at the property, distribute active marketing materials, and provide exemplary service to support the company’s reputation and growth.
• Answer, record, and process calls, messages, requests, questions, and concerns.
• Run daily reports, identify special requests, and check reports for accuracy.
• Monitor who enters and leaves the premises to help protect the property and its residents.
• Identify potential issues, take appropriate action, and inform management when necessary.
• Promote resident benefits through marketing and partnerships with neighboring businesses.
• Support resident satisfaction and retention through programming with the Director of Services and General Manager and through one-on-one contact.
• Stay knowledgeable about local activities and establishments to provide recommendations, answer questions, and give directions.
• Manage building access for guests, residents, and authorized vendors using key system technology.
• Maintain the atmosphere and cleanliness of entry lobbies and common spaces, including stocking and taking inventory of refreshment stations and cleaning immediate areas.
• Follow company safety and security policies, report accidents, injuries, and unsafe work conditions, and understand emergency procedures and evacuation plans, including assisting with locking elevators open for emergency crews.
• Develop and maintain positive working relationships with building staff.
• Store luggage and handle early check-in, late checkout, and other requests when needed.
• Assess the property and report repair or cleaning needs to maintenance; receive and log resident service requests and follow up on completion.
• Follow property safety and emergency procedures and applicable local, city, and federal regulations.
• Assist with administrative duties such as light copying and package management, and complete other requests from management and residents.
• Work on special projects and perform other related duties as 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, available after three months of employment.
• 11 paid holidays and eight types of paid time off, including personal days, a floating holiday, 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