Resident Relations Manager (Experience Manager) - Sentral

About Sentral

Sentral is a network of communities redefining the way people live. Sentral's mission is to be the leading residential hospitality operator through superior performance, enhanced experience, and a network of connected communities. We take the convenience, connection, and comfort of home to new heights-we call it Home+. Our one-of-a-kind communities offer unrivaled locations, innovative tech-enabled services, and premium amenities to enhance everyday life. Sentral lets you live life on your own terms in the heart of the world's best cities: Atlanta, Austin, Chicago, Denver, Los Angeles, Miami, Nashville, Oakland, Philadelphia, Pittsburgh, Portland, San Francisco, San Jose, Santa Monica, Scottsdale, and Seattle, with more coming soon. 

Our core values reflect our commitment to our employees, as we are service first in our actions, value thinking like an owner, and continuously strive to make one another better. We strongly believe in continuous personal improvement, career growth and diversity in our workforce. With ongoing learning & development offerings, leadership coaching and mentorship programs, we foster an empowered environment rooted in empathy and growth. Our team members are curious explorers who never stop learning and who strive for great outcomes. 

Learn more about us at www.Sentral.com.

Position Overview and Responsibilities

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 in downtown Los Angeles. Weekend availability is required.

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 such as Remote Lock, Guesty, Entrata, Slack and Breezeway 
• 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 

• 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 

Sentral Benefits 

• Healthcare Coverage: We are committed to providing comprehensive healthcare plans (medical, dental, vision, and other benefit options) to our team members and their families. 
• Time Off: Sentral fosters a flexible work lifestyle by offering paid time off, paid holidays, & volunteer hours to all full-time team members. 
• Matching 401K: To help you reach your savings goals, we offer a 401(k) plan with a match. 
• Career Development: We offer extensive learning and development opportunities to support growth. 

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: 

• Stand behind a desk for the majority of an 8-hour shift
• Move body in repetitive motions for extended periods of time
• Work in a space that includes indoor and outdoor spaces, with and without covering
• Move throughout the property as needed
• Transport boxes and equipment weighing up to 20 pounds
• Communicate with other persons in the building
• Observe details in surrounding areas and on a screen

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.