Overnight Front Office Agent (Experience Ambassador)

Experience Ambassador

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 Ambassador resolves residents' inquiries related to in-property and off-premises attractions, facilities, services, or activities. Experience Ambassadors are responsible for engaging directly with residents and with homeshare guests prior to and throughout their stay at our communities.

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
• Establish rapport with residents and guests so they always feel loved
• Serve as the first point of contact between guests and the organization
• Prioritize and fulfill the requests of all residents and guests with great friendliness, efficiency, confidentiality, and professionalism.
• Greet residents by their name and with a smile to make guests feel welcomed and valued
• Provide exceptional hospitality in compliance with quality assurance expectations and standards to create a memorable customer experience
• Resolve disputes promptly with the goal of achieving customer satisfaction
• Increase company reputation and ensure sustainable growth by discussing the benefits of living at the property, distributing active marketing materials, and providing exemplary service to residents
• Answer, record, and process all calls, messages, requests, questions, or concerns
• Run daily reports, identify any special requests, and check reports for accuracy
• Protect the property and its residents by monitoring who comes in and out of the premises
• Proactively identify potential issues and take the appropriate action to resolve them, informing management when necessary
• Constantly increase residents' benefits through active marketing and partnership with the neighboring businesses
• Increase resident satisfaction and retention within the community through programming alongside the Director of Services, General Manager, and one-on-one contact
• Remain knowledgeable of local activities and establishments in the area to offer 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 by stocking and taking inventory of refreshment stations, cleaning up immediate areas and any other necessary tasks to ensure guests and residents feel welcome
• Follow all company safety and security policies and procedures, and report accidents, injuries, and unsafe work conditions to manager
• Fully comprehend emergency procedures and the property evacuation plan, and assist with locking elevators open for emergency crews
• Develop and maintain positive working relationships among building staff
• Store luggage and politely handle early check-in, late checkout, and any other requests when necessary
• Assess property and inform maintenance team of any need for repair or cleaning, including receiving and logging resident service requests and following up to ensure completion
• Have full knowledge of and be compliant with all property safety and emergency procedures and follow all local, city and federal regulations
• Assist with administrative duties such as light copying, package management and other requests as deemed necessary by management and residents
• Work on special projects as deemed necessary by management
• Perform other related duties and assignments as needed and assigned

Skills and Experience :

Sentral 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.