Experience Manager: Guest Services & Events

Sentral; Philadelphia (Philadelphia County); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health & Wellness

401(k) match

Paid time off

Holidays

Travel discounts

Pet insurance discounts

Job summary

Sentral in Philadelphia is seeking an Experience Manager to lead our on-site guest experience at the property level. You will champion five-star service, oversee the Experience Team, and coordinate guest communications from arrival through departure.

The role requires a hospitality background, superb customer service, and the ability to train others while collaborating with cross-functional teams on events, reservations, and tech implementations onsite. This is an in-person, on-site role.

Qualifications

• 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

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

Skills

Customer service

Interpersonal skills

Communication skills

Active listening

Discretion

Flexibility

Hospitality knowledge

Education

Bachelor’s degree in hospitality management

Job description

Sentral in Philadelphia is seeking an Experience Manager to lead our on-site guest experience at the property level. You will champion five-star service, oversee the Experience Team, and coordinate guest communications from arrival through departure.

The role requires a hospitality background, superb customer service, and the ability to train others while collaborating with cross-functional teams on events, reservations, and tech implementations onsite. This is an in-person, on-site role.