Director of Resident Experience

What You’ll Do:

Uphold Sentral’s standards, best practices, policies and procedures, and value of excellence in customer service.
Spearhead and complete technology and equipment set-up for the property.
Readily answer all technology-related questions from the building team and residents.
Oversee and ensure seamless package acceptance, transition, and delivery.
Triage all incoming phone calls to the appropriate property team department.
Answer, record, and process all calls, messages, requests, questions, or concerns.
Compile and deliver completed leasing applications to the leasing team.
Assist the different property teams on an as-needed basis.
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.
Manage “Move In” program and to ensure smooth transition and execution.
Create a personal and inviting environment for all prospects and residents.
Ensure that follow-up telephone calls are made to all qualified unclosed traffic within 24 hours.
Build the company image by cultivating relationships with influential companies and figures throughout the area. and through attending networking events and relevant industry events.
Effectively motivate staff members on a daily basis to promote a positive and exciting work environment.
Develop positive relationships with residents to create a personal and welcoming environment.
Provide exceptional customer service by adhering to company standards and responding promptly to all resident questions, concerns and requests.
Ensure staff compliance with Fair Housing requirements and all applicable laws, codes and ordinances.
Investigate resident disturbances, complaints or requests and provide resolution in accordance with regulations established in the lease agreements and/or Condominium Documents.
Inspect Property routinely to ensure optimal conditions and report any repair or replacement needs to the Construction Manager or Maintenance Supervisor.
Monitor and maintain the cleanliness of the lobby, sidewalks, entrances, and related work areas.
Manage current lease audits, property inventory, and service contracts, and arrange new contracts, and terminate existing contracts as required.
Facilitate communication between the Construction Team/ Maintenance Supervisor and insurance carrier, fire protection, police department, and other agencies having jurisdiction over property to ensure that property compliance with codes and regulations of each agency.
Analyze and report the property financial statements and activity monthly and assist the Asset Manager with the preparation of variance Report, Owner’s Letters and Executive Summaries.
Complete all equipment and supply leases/purchases for the Property.
Perform other related duties and assignments as needed and assigned.
Skills and Experience

Bachelor’s degree
3+ years of experience in the property management industry working in leasing, customer service, and/or hospitality
Hospitality experience required
Management/employee development experience
Proficiency with Yardi
Solid understanding of Microsoft Office (Outlook, Excel, Word)
Strong knowledge of operations with budget formulation
Excellent verbal and written communication skills
Keen attention to detail with a creative problem-solving approach
Ability to work independently and as part of a team
Ability to make decisions and initiate action within established guidelines
Ability to manage concurrent projects and competing priorities
Ability to follow directions to safely utilize all equipment
Ability to handle situations with the highest level of discretion and confidentiality
Comfortable working under pressure, handling stressful situations, and acting decisively in an aggressive environment
Ability to work a flexible schedule, including evenings and weekends