Front Desk Manager

Experience Manager

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.

What You'll Do :

• 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

Skills and Experience :

Community Team Perks + Benefits :

The following requirements are intended to reflect the expected work environment and physical demands of the role. Candidate must be able to perform the following activities with or without reasonable accommodation to be successful in the role :

If you require accommodations to the above listed job duties or would like to request accommodations during the interview process, please indicate so on your applications in the "Accommodations" section.

Sentral is dedicated to creating a diverse and inclusive work environment that champions all backgrounds, identities, and voices. We strive to cultivate a space where our team members feel valued, and our residents feel loved. While there is no exact recipe for ensuring our residents feel loved, we believe a key ingredient is seeking and employing individuals that reflect the uniqueness of our residents.

As an Equal Opportunity Employer, we do not discriminate based upon actual or perceived race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.