Responsibilities
- 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
Requirements
- High School Diploma or equivalent required
- A minimum of one year of experience working in hospitality or customer service industry required
- 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
Nice to Have
- Some college preferred
- Multifamily experience preferred
Work Arrangement
On-site — downtown Los Angeles, CA
