Experience Manager
3 weeks ago
We are seeking a highly skilled and experienced Experience Manager to join our team at Sentral. As a key member of our hospitality team, you will be responsible for delivering exceptional guest experiences and ensuring that our residents and guests feel valued and cared for.
Key Responsibilities- Provide five-star guest service by communicating with guests prior to arrival, greeting them upon arrival, and assisting them throughout their stay.
- Uphold Sentral's 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 such as Remote Lock, Guesty, Entrata, Slack, and Breezeway.
- 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.
- Bachelor's 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 is a network of communities redefining the way people live. Our 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.
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.
We offer a comprehensive benefits package, including healthcare coverage, time off, matching 401(k), and career development opportunities. If you are a motivated and customer-focused individual who is passionate about delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity.
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