Sentral
Experience Manager
Sentral, Chicago, Illinois, United States, 60290
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
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.
T
his 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 serviceHandle property assets, guest and resident information in a way that maintains Sentral standards, best practices, and policies and proceduresWork to organize guest stays to ensure thorough service throughout the guest experienceEnsure 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 attitudeAssist 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 questionsLead the Experience TeamPlan, coordinate and oversee resident and guest events with assistance of Sentral Marketing and Explorer teamsOversee 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 returnPrior to Head of Housekeeper position starting, manage the relationship with 3rd party housekeeping vendorLead Experience Team on implementing guest experience/events and communicationsLearn and train others on community systems such as Remote Lock, Guesty, Entrata, Slack and BreezewayWork closely with the Technology team to oversee hospitality technology implementations onsiteAssist in developing processes and SOPs for experience and reservations team as appropriateRespond to booking inquiries, guest questions, onsite issue resolution and billing questions, and follow up with the guest to ensure satisfactionCollaborate with Revenue Management team to ensure rate adjustments will help maximize booking revenuePerform other related duties and assignments as needed and assigned
Skills and Experience
Bachelor’s degree in hospitality management preferredExperience 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 circumstancesExceptional interpersonal and self-awareness skills, including active listening skillsProficient with communication technology and quick learner of new softwareExcellent written and verbal communication skillsDemonstrated enthusiasm for creating inclusive and respectful workplacesUnquestioned integrity with the ability to manage confidential information and sensitive situations with the highest level of discretion and judgmentAbility 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 shiftMove body in repetitive motions for extended periods of timeWork in a space that includes indoor and outdoor spaces, with and without coveringMove throughout the property as neededTransport boxes and equipment weighing up to 20 poundsCommunicate with other persons in the buildingObserve 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.
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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
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.
T
his 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 serviceHandle property assets, guest and resident information in a way that maintains Sentral standards, best practices, and policies and proceduresWork to organize guest stays to ensure thorough service throughout the guest experienceEnsure 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 attitudeAssist 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 questionsLead the Experience TeamPlan, coordinate and oversee resident and guest events with assistance of Sentral Marketing and Explorer teamsOversee 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 returnPrior to Head of Housekeeper position starting, manage the relationship with 3rd party housekeeping vendorLead Experience Team on implementing guest experience/events and communicationsLearn and train others on community systems such as Remote Lock, Guesty, Entrata, Slack and BreezewayWork closely with the Technology team to oversee hospitality technology implementations onsiteAssist in developing processes and SOPs for experience and reservations team as appropriateRespond to booking inquiries, guest questions, onsite issue resolution and billing questions, and follow up with the guest to ensure satisfactionCollaborate with Revenue Management team to ensure rate adjustments will help maximize booking revenuePerform other related duties and assignments as needed and assigned
Skills and Experience
Bachelor’s degree in hospitality management preferredExperience 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 circumstancesExceptional interpersonal and self-awareness skills, including active listening skillsProficient with communication technology and quick learner of new softwareExcellent written and verbal communication skillsDemonstrated enthusiasm for creating inclusive and respectful workplacesUnquestioned integrity with the ability to manage confidential information and sensitive situations with the highest level of discretion and judgmentAbility 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 shiftMove body in repetitive motions for extended periods of timeWork in a space that includes indoor and outdoor spaces, with and without coveringMove throughout the property as neededTransport boxes and equipment weighing up to 20 poundsCommunicate with other persons in the buildingObserve 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.
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