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Sentral · 1 week ago

Experience Manager

Scottsdale, AZ

Full-time

Onsite

Mid Level

Sentral is a network of communities redefining the way people live. The Experience Manager is essential to supporting hospitality products at the property level, providing five-star guest service and ensuring a positive experience for guests throughout their stay.

CommercialCommunitiesHospitalityReal EstateResidential

Responsibilities

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

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

Qualification

Hospitality managementCustomer serviceCommunication technologyInterpersonal skillsWritten communicationActive listeningIntegrityFlexibility

Required

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

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

Benefits

Health & Wellness: We offer multiple medical, dental, and vision health plan options that begin the first month after your start date! There is one fully company-paid plan (no monthly premiums for you), and HSA and FSA options to set aside pre-tax dollars.

Invest in Your Future: Eligible after just three months of employment, we offer a 401(k) with a 4% company match to help you reach your savings goals.

Time Off That Grows with You: In addition to 11 paid holidays, Sentral offers 8 different types of paid time off (PTO) to meet all of life's demands. These 8 types of PTO include personal days that have no waiting period to use, one floating holiday each year, Enrichment Hours for volunteering or career development, and more!

Travel Discount: Team members (and their friends and families) receive travel discounts when they stay at a Sentral community.

Deep Savings: All team members are Sentral receive discounted rates on pet insurance, attractions, rental cars, shows, events, and more!