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    Experience Manager - Los Angeles, United States - Sentral Services

    Sentral Services
    Sentral Services Los Angeles, United States

    3 weeks ago

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    Description
    About Sentral

    Sentral is a network of urban residential communities redefining the way people live, travel, and work. Sentral takes the convenience, connection, and comfort of home to new heights-we call it Home+. Designed for the mobile professional, our one-of-a-kind communities offer designer-furnished and unfurnished apartments with flexible lengths of stay in walkable, vibrant neighborhoods. Premium amenities include everything from thoughtful co-working spaces and high-speed Wi-Fi to fitness centers, rooftop pools, homesharing, and more.

    Whether you stay a year, a night or somewhere in between, 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, San Francisco, San Jose, Santa Monica, Scottsdale, and Seattle, with more coming soon.

    Our core values reflect our commitment to our employees, as we elevate humanity and 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 colleagues are curious explorers who never stop learning and who strive for great outcomes.

    Learn more about us at

    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.
    • Career Development: We offer extensive learning and development opportunities to support growth.
    • Paid Time Off: Sentral fosters a flexible work lifestyle by offering generous paid time off to team members.
    • Matching 401K: To help you reach your savings goals, we offer a 401(k) plan with a match.
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