Overnight Experience Ambassador (Residential Concierge)

Description

• Follow all company safety and security policies and procedures, and report accidents, injuries, and unsafe work conditions to manager
• Move throughout the property as needed
• 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
• Run daily reports, identify any special requests, and check reports for accuracy
• Constantly increase residents’ benefits through active marketing and partnership with the neighboring businesses
• Serve as the first point of contact between guests and the organization
• Work in a space that includes indoor and outdoor spaces, with and without covering
• Fully comprehend emergency procedures and the property evacuation plan, and assist with locking elevators open for emergency crews
• Answer, record, and process all calls, messages, requests, questions, or concerns
• 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
• Provide exceptional hospitality in compliance with quality assurance expectations and standards to create a memorable customer experience
• Establish rapport with residents and guests so they always feel loved
• Prioritize and fulfill the requests of all residents and guests with great friendliness, efficiency, confidentiality, and professionalism.
• Observe details in surrounding areas and on a screen
• Greet residents by their name and with a smile to make guests feel welcomed and valued
• Proactively identify potential issues and take the appropriate action to resolve them, informing management when necessary
• Stand behind a desk for the majority of an 8-hour shift
• Remain knowledgeable of local activities and establishments in the area to offer recommendations, answer questions, and give directions
• Develop and maintain positive working relationships among building staff
• Transport boxes and equipment weighing up to 20 pounds
• Protect the property and its residents by monitoring who comes in and out of the premises
• Manage building access for guests, residents, and authorized vendors using key system technology
• Uphold Sentral’s standards, best practices, policies and procedures, and value of excellence in customer service
• Assist with administrative duties such as light copying, package management and other requests as deemed necessary by management and residents
• 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
• Store luggage and politely handle early check-in, late checkout, and any other requests when necessary
• Increase resident satisfaction and retention within the community through programming alongside the Director of Services, General Manager, and one-on-one contact
• Resolve disputes promptly with the goal of achieving customer satisfaction

Requirements

• Active listening skills, strong attention to detail, and strong organizational skills when responding to inquiries and requests
• High School Diploma or equivalent required; some college preferred
• Have full knowledge of and be compliant with all property safety and emergency procedures and follow all local, city and federal regulations
• Communicate with other persons in the building
• Computer savvy with the capacity to learn and master multiple software systems
• Move body in repetitive motions for extended periods of time
• Ability to work a flexible schedule, including evenings and weekends
• A minimum of one year of experience working in hospitality or customer service industry required
• Ability to analyze, organize, prioritize, and follow up with a strong sense of urgency
• Multifamily experience preferred
• Excellent interpersonal skills and the ability to communicate effectively with residents, guests, team, management, and third-party vendors in person, by telephone, and via email or text
• Demonstrated ability to diffuse and respond to customer concerns to avoid escalation of the problem
• Proactive decision-making and problem-solving skills

Benefits

• Premiums apply for spouse, dependent, or family coverage plans
• Time Off That Grows with You: In addition to 11 paid holidays, Sentral offers 8 different types of paid time off (PTO) to meet all of life's demands. These 8 types of PTO include personal days that have no waiting period to use, one floating holiday each year, Enrichment Hours for volunteering or career development, and more!
• Deep Savings: All team members are Sentral receive discounted rates on pet insurance, attractions, rental cars, shows, events, and more!
• Invest in Your Future: Eligible after just three months of employment, we offer a 401(k) with a 4% company match to help you reach your savings goals.
• Health & Wellness: We offer multiple medical, dental, and vision health plan options that begin the first month after your start date! There is one fully company-paid plan (no monthly premiums for you)*, and HSA and FSA options to set aside pre-tax dollars.
• Travel Discount: Team members (and their friends and families) receive travel discounts when they stay at a Sentral community.

Training + Development

Interview process

Visa Sponsorship

Security clearance