Job Overview
Employment Type
Full-time
Work Schedule
Fixed Shifts
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Plan
Paid Time Off
Travel discount
discount programs
Job Description
Sentral is a pioneering network of residential communities dedicated to redefining the way people live by blending the comforts of home with superior hospitality. As a leading residential hospitality operator, Sentral focuses on delivering an enhanced living experience through innovative technology, premium amenities, and strategic locations within some of the world’s most vibrant cities including Atlanta, Austin, Charlotte, Chicago, Denver, Houston, Los Angeles, Miami, Nashville, Oakland, Philadelphia, Phoenix, Pittsburgh, Portland, San Francisco, San Jose, Santa Monica, Scottsdale, and Seattle. They aim to create connected communities that prioritize convenience, connection, and comfort, a concept they proudly call Home+.
Sentral is deeply committed to its team members, promoting a service-first mindset, ownership mentality, and continuous growth. Employees benefit from ongoing learning and development programs, leadership coaching, and a supportive environment that encourages empathy and personal improvement. The company prides itself on diversity and inclusion, fostering a workplace where all employees feel valued and empowered to thrive.
The Experience Associate role at Sentral is an essential, guest-facing position located in downtown Los Angeles, CA, that offers candidates the chance to embody the company’s core values by delivering exceptional customer service and creating memorable moments for residents and guests. The Experience Associate acts as the first point of contact, welcoming residents and visitors with warmth and professionalism, ensuring their needs are met with efficiency and empathy. This role requires a proactive and solution-oriented individual with a can-do attitude, entrepreneurial spirit, and strong sense of ownership over their responsibilities. The Experience Associate is also charged with enforcing property rules, managing key systems for building access, assisting with scheduling, supporting the Experience Manager with training and team leadership, and maintaining the cleanliness and functionality of shared community spaces.
This position requires availability to work Saturday through Wednesday on-site, as it involves direct interaction with residents, guests, vendors, and the broader community. Candidates will be trained in community software tools such as Yardi and Stayntouch and will represent Sentral as ambassadors both within and outside the community by sharing local recommendations and creating a welcoming atmosphere. The role also extends to tasks such as facilitating sales activities, coordinating guest logistics, handling special requests, and maintaining safety and emergency procedures adherence.
The ideal candidate brings at least one year of hospitality or customer service experience, preferably in multifamily or hospitality settings, coupled with a passion for hospitality excellence. Strong interpersonal communication skills, multitasking ability, problem-solving skills, and emotional intelligence are critical for success. This role also values trustworthiness, reliability, and integrity in its team members.
Sentral offers a competitive benefits package that supports health and wellness, financial security, and work-life balance. Employees gain access to multiple medical, dental, and vision plans with one plan fully covered by the company. There is also a 401(k) savings plan with a company match, diverse paid time off options, travel discounts, and exclusive savings on entertainment and pet insurance. The company encourages flexibility and inclusivity, ensuring reasonable accommodations are available to promote success for every team member.
Sentral is deeply committed to its team members, promoting a service-first mindset, ownership mentality, and continuous growth. Employees benefit from ongoing learning and development programs, leadership coaching, and a supportive environment that encourages empathy and personal improvement. The company prides itself on diversity and inclusion, fostering a workplace where all employees feel valued and empowered to thrive.
The Experience Associate role at Sentral is an essential, guest-facing position located in downtown Los Angeles, CA, that offers candidates the chance to embody the company’s core values by delivering exceptional customer service and creating memorable moments for residents and guests. The Experience Associate acts as the first point of contact, welcoming residents and visitors with warmth and professionalism, ensuring their needs are met with efficiency and empathy. This role requires a proactive and solution-oriented individual with a can-do attitude, entrepreneurial spirit, and strong sense of ownership over their responsibilities. The Experience Associate is also charged with enforcing property rules, managing key systems for building access, assisting with scheduling, supporting the Experience Manager with training and team leadership, and maintaining the cleanliness and functionality of shared community spaces.
This position requires availability to work Saturday through Wednesday on-site, as it involves direct interaction with residents, guests, vendors, and the broader community. Candidates will be trained in community software tools such as Yardi and Stayntouch and will represent Sentral as ambassadors both within and outside the community by sharing local recommendations and creating a welcoming atmosphere. The role also extends to tasks such as facilitating sales activities, coordinating guest logistics, handling special requests, and maintaining safety and emergency procedures adherence.
The ideal candidate brings at least one year of hospitality or customer service experience, preferably in multifamily or hospitality settings, coupled with a passion for hospitality excellence. Strong interpersonal communication skills, multitasking ability, problem-solving skills, and emotional intelligence are critical for success. This role also values trustworthiness, reliability, and integrity in its team members.
Sentral offers a competitive benefits package that supports health and wellness, financial security, and work-life balance. Employees gain access to multiple medical, dental, and vision plans with one plan fully covered by the company. There is also a 401(k) savings plan with a company match, diverse paid time off options, travel discounts, and exclusive savings on entertainment and pet insurance. The company encourages flexibility and inclusivity, ensuring reasonable accommodations are available to promote success for every team member.
Job Requirements
- High school diploma or equivalent
- 1+ years experience in hospitality or customer service
- ability to work Saturday through Wednesday
- ability to stand for extended periods
- ability to move repetitively
- ability to transport up to 20 pounds
- strong communication skills
- ability to work flexible hours including evenings and weekends
- ability to work both indoors and outdoors
- capability to observe details on a screen and in surroundings
- ability to perform duties with or without reasonable accommodations
Job Qualifications
- High school diploma or equivalent required
- some college preferred
- 1+ years of experience working in hospitality or customer service industry required
- multifamily and/or hospitality experience preferred
- strong passion for hospitality and providing exceptional customer service
- 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
- a competent team player with a positive attitude and the knack to smile under all circumstances
- exemplify a high level of reliability, trustworthiness, integrity, and initiative
- ability to work a flexible schedule, including evenings and weekends
Job Duties
- Uphold Sentral’s value of excellence in customer service
- establish rapport with residents and guests so they always feel loved
- handle property assets, guest and resident information in a way that maintains Sentral standards, best practices, and policies and procedures
- project an upbeat and positive attitude by warmly acknowledging all residents, guests, and vendors with a smile, greeting them first and conveying a willingness-to-serve attitude
- use empathy to understand and help meet the needs of our residents and guests and establish rapport with residents and guests
- respond to resident and guest communications, answer inquiries, and offer suggestions to ensure their needs are met
- provide assistance with scheduling of the Experience team when needed
- create “Surprise and Delight” moments for residents and guests
- learn and train others on community software, such as Yardi and Stayntouch
- be an ambassador for the city and local community and share knowledge with guests and residents to recommend local eateries, parks, and businesses upon request
- manage building access for guests, residents, and authorized vendors using key system technology
- monitor amenity spaces and ensure residents and guests are adhering to community policies
- assist Experience Manager in leading daily standups and monthly meetings
- assist Experience Manager with interviewing, training of new Experience team members
- support onboarding and training of new Experience team members and provide ongoing mentorship
- assist Experience Manager with new process development and execution
- provide supervisory coverage of the experience team in the absence of Experience Manager and Director of Operations
- 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
- demonstrate thorough understanding of Sentral’s homesharing program and be able to answer resident questions about becoming hosts, while also knowledgeable of the program from the guest-facing side (hours of operation, house rules, check-in/check-out procedures, etc.)
- store luggage and politely handle early check-in, late checkout, and any other requests when necessary
- assist sales team by facilitating self-guided or virtual tours and onsite tours when needed
- embrace the importance of Sentral Sales by understanding and being able to answer common questions asked by prospects and current residents
- 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
- complete daily tasks and shift reports, providing an overview of what occurs during shift and highlighting pertinent information that needs to be passed on to the next shift
- 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
- cross train in other areas of property to ensure all guest services are covered
- perform other related duties and assignments as needed and assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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