Director of Resident Experience

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, Charlotte, Chicago, Denver, Houston, Los Angeles, Miami, Nashville, Oakland, Philadelphia, Phoenix, 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 Director of Experience will be responsible for improving the resident and guest experience throughout the Portfolio. You and your team will serve as the first point of customer service to anyone entering the building. You are responsible for creating the resident experience through demonstration and execution of service requests. In addition, you will be responsible for assisting in quality assurance and system implementations from time to time. Training and growing the team will also be a core function. You will be charged with ensuring hospitality standards are met along with all other related duties and assignments.

This is an in-person position located on-site of the property.

What You’ll Do:

• Uphold Sentral’s standards, best practices, policies and procedures, and value of excellence in customer service.
• Spearhead and complete technology and equipment set-up for the property.
• Readily answer all technology-related questions from the building team and residents.
• Oversee and ensure seamless package acceptance, transition, and delivery.
• Triage all incoming phone calls to the appropriate property team department.
• Answer, record, and process all calls, messages, requests, questions, or concerns.
• Compile and deliver completed leasing applications to the leasing team.
• Assist the different property teams on an as-needed basis.
• 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.
• Manage “Move In” program and to ensure smooth transition and execution.
• Create a personal and inviting environment for all prospects and residents.
• Ensure that follow-up telephone calls are made to all qualified unclosed traffic within 24 hours.
• Build the company image by cultivating relationships with influential companies and figures throughout the area. and through attending networking events and relevant industry events.
• Effectively motivate staff members on a daily basis to promote a positive and exciting work environment.
• Develop positive relationships with residents to create a personal and welcoming environment.
• Provide exceptional customer service by adhering to company standards and responding promptly to all resident questions, concerns and requests.
• Ensure staff compliance with Fair Housing requirements and all applicable laws, codes and ordinances.
• Investigate resident disturbances, complaints or requests and provide resolution in accordance with regulations established in the lease agreements and/or Condominium Documents.
• Inspect Property routinely to ensure optimal conditions and report any repair or replacement needs to the Construction Manager or Maintenance Supervisor.
• Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas.
• Manage current lease audits, property inventory, and service contracts, and arrange new contracts, and terminate existing contracts as required.
• Facilitate communication between the Construction Team/ Maintenance Supervisor and insurance carrier, fire protection, police department, and other agencies having jurisdiction over property to ensure that property compliance with codes and regulations of each agency.
• Analyze and report the property financial statements and activity monthly and assist the Asset Manager with the preparation of variance Report, Owner’s Letters and Executive Summaries.
• Complete all equipment and supply leases/purchases for the Property.
• Perform other related duties and assignments as needed and assigned.

Skills and Experience

• Bachelor’s degree
• 3+ years of experience in the property management industry working in leasing, customer service, and/or hospitality
• Hospitality experience required
• Management/employee development experience
• Proficiency with Yardi
• Solid understanding of Microsoft Office (Outlook, Excel, Word)
• Strong knowledge of operations with budget formulation
• Excellent verbal and written communication skills
• Keen attention to detail with a creative problem-solving approach
• Ability to work independently and as part of a team
• Ability to make decisions and initiate action within established guidelines
• Ability to manage concurrent projects and competing priorities
• Ability to follow directions to safely utilize all equipment
• Ability to handle situations with the highest level of discretion and confidentiality
• Comfortable working under pressure, handling stressful situations, and acting decisively in an aggressive environment
• Ability to work a flexible schedule, including evenings and weekends

Community Team Perks + Benefits

•  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.
*Premiums apply for spouse, dependent, or family coverage plans
•  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.
•  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!
•  Travel Discount: Team members (and their friends and families) receive travel discounts when they stay at a Sentral community.
•  Deep Savings: All team members at Sentral receive discounted rates on pet insurance, attractions, rental cars, shows, events, and more!

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.