Overnight Front Desk Agent - Luxury Hotel (Experience Ambassador) - 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 Overnight 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 in San Diego, CA in the Gaslamp district. This will be overnight position with shifts 11pm-7:30am; weekend availability is required.

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 

• High School Diploma or equivalent required; some college preferred  
• A minimum of one year of experience working in hospitality or customer service industry required  
• 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  
• Computer savvy with the capacity to learn and master multiple software systems  
• Ability to analyze, organize, prioritize, and follow up with a strong sense of urgency  
• Active listening skills, strong attention to detail, and strong organizational skills when responding to inquiries and requests  
• Proactive decision-making and problem-solving skills  
• Demonstrated ability to diffuse and respond to customer concerns to avoid escalation of the problem  
• 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.