Experience Manager

Sentral is establishing a new category in urban living that reimagines the way people live, travel, and work. This new category, called Home+, combines the comforts of home with the adventure of travel. Offering both designer furnished and unfurnished homes with flexible lengths of stay, Sentral enables residents to live or visit stylish buildings in the nation's most coveted cities for any period of time, whether a night, a month, or multiple years. Qualifying residents can also monetize their homes through Sentral's managed homeshare program, enabling them to offset 25 percent or more of their total rent while they travel and explore the world.

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 work force. 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.

Job Description and Duties

At Sentral, we are building a team of people-first focused individuals who thrive on going above and beyond. Ideal candidates will exemplify a good sense of humor, a positive attitude, a growth mindset, and an entrepreneurial drive. 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. The ideal candidate thrives on going above and beyond and has a good sense of humor, a service-oriented outlook, and a positive attitude, a growth mindset, and an entrepreneurial drive. The Experience Manager reports to the Director of Operations or General Manager, dependent on community staffing structure.

• 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
• Must be capable of learning and training others on community systems such as Remote Lock, Guesty, Entrata, Slack and Breezeway
• Work closely with 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

Skills and Experience

• 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 listing skills
• Proficient with communication technology and quick learner of new software
• Excellent written and verbal communication skills – ability to articulate not just the “what” but the “why” of our culture
• 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
• Bachelor's degree in hospitality management preferred

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.