Experience Ambassador (Front Desk Concierge) - Philadelphia, PA Job at VetJobs i

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Full-Time
$21.00 - $22.44 / hr

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.

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 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 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
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

Additional Qualifications/Responsibilities

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