Experience Manager (Front Desk Manager) - Alameda, CA
Experience Manager (Front Desk Manager) - Alameda, CA
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Job Description
Full-Time in Alameda CA - $68.64k - $70k
About Sentral
Sentral is a network of communities redefining the way people live. Sentrals 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 worlds 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 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.
This is an in-person position located on-site of the property. Please note that this role requires full weekend availability.
What Youll Do:
Uphold Sentrals standards best practices policies and procedures and value of excellence in customer service
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
Learn and train others on community systems
Work closely with the 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
Perform other related duties and assignments as needed and assigned
Skills and Experience
Bachelors degree in hospitality management preferred
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 listening skills
Proficient with communication technology and quick learner of new software
Excellent written and verbal communication skills
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
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
Required Experience:
Manager
Employment Type
Full Time
