General Manager (Community Manager)

About Sentral

Sentral is a network of communities redefining the way people live. Sentral’s 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. Sentral lets you live life on your own terms in the heart of the world's best cities: Atlanta, Austin, Charlotte, Chicago, Denver, Houston, Los Angeles, Miami, Nashville, Oakland, Philadelphia, Phoenix, Pittsburgh, Portland, San Francisco, San Jose, Santa Monica, Scottsdale, and Seattle, with more coming soon.

Our core values reflect our commitment to our employees, as we are service first in our actions, value thinking like an owner, and continuously strive to make one another better. 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.

Learn more about us at www.Sentral.com.

Position Overview and Responsibilities

At Sentral, we are building a team of people-first focused individuals who thrive on going above and beyond. Ideal candidates will exemplify a can-do attitude, a growth mindset, and an entrepreneurial drive. Successful candidates will be proactive, solution-oriented, and have strong ownership of their work. The General Manager functions as the primary strategic business leader of the property. Strong business intelligence and proven success in customer service are required for the position’s main aim: cultivating a culture of excellence in service and maximizing revenue and efficiencies for the organization. The role will take ownership of all property related matters. Direct responsibility for the property’s P&L, financial performance, sales and revenue generation and delivering a return on investment to ownership. In addition, the General Manager ensures meeting the objective of exceeding guest and associate expectations.

The responsibilities include but are not limited to development and implementation of property-wide strategies, scaling and oversight of our exciting new home share program, employing cost-control and revenue improvement programs as well as developing annual operating budgets and sales and marketing plans. Building relationships and fostering an environment of trust, strong communication and empowerment will be key to the success of this role. Enthusiasm, leadership and managerial skills are essential for motivating, supervising and training the onsite team with stand-ups to keep members up-to-date on the latest advancements. The ideal candidate is a natural leader and proven performer in high pressure, ever-changing environments who prioritizes a high level of service and customer experience above all.

This is an in-person position located in Santa Monica, CA.

What You’ll Do:

• Champion Sentral standards, best practices, policies and procedures, and value of excellent in customer service
• Provide inspirational leadership, motivating team to achieve and exceed operational excellence
• Develop deployment strategies to market property and homesharing opportunity to increase market share
• Foster an open-door policy environment and culture of trust and community
• Create an environment that promotes team member engagement and growth
• Demonstrate dedication to acquiring, retaining, and developing talent by providing structure, direction, feedback and recognition while facilitating team processes and on-going training 
• Establish appropriate presence in community to build relationships with key business partners and clients
• Actively participate in daily meetings to uphold operational efficiencies and interdepartmental communication
• Develop excellent rapport with residents and guests so they always feel loved
• Respond to resident and guest questions and concerns in a timely manner
• Work with the owners to identify community goals and objectives
• Analyze operational information for impact on NOI, identify trends and recommend appropriate strategies and adjustments
• Create and implement leasing goals, while managing an effective lease expiration program
• Manage a highly skilled on-site team with effective recruitment, training, motivation and development programs
• Achieve the highest possible net operating income through the implementation of effective cost control and revenue improvement programs
• Develop yearly operating budgets/forecasts and sales/marketing plans
• Accurately create, prepare and convey all operational and financial data to the Regional Manager in a timely manner
• Analyze and evaluate monthly and/or quarterly financial statements; write clear and concise owner's reports to substantiate the analysis
• Evaluate and recommend changes on rent/pricing strategies, and ensure websites and printed material are accurate and updated
• Effectively show, lease, and move in prospective residents; implement methods to ensure sales associates achieve the highest standards with shopping report scores
• Implement programs for resident retention and service request follow-ups
• Introduce and monitor effective lease renewal programs
• Effectively maintain product knowledge of community and competitive communities through consistent evaluation of market conditions and trends; ensure leasing staff develops similar knowledge
• Direct efforts to implement sales and marketing plans which effectively maximize rental income and result in high occupancy
• Oversee all aspects of property condition and maintenance related to home share turn, common area cleaning and repair, service requests and preventative maintenance programs
• Promote and teach safe work practices among on-site team and ensure all safety programs are implemented and followed
• Create staffing schedules and ensure they are consistent with community needs
• Adhere to established company standards and operating procedures
• Ensure compliance with all company, local, state and federal regulations and safety rules
• Perform other related duties and assignments as needed and assigned

Skills and Experience

• High School Diploma or equivalent experience required; some college preferred
• A minimum of three years of experience in luxury residential property management or hotels
• Proven leadership experience required
• Must possess strong attention to detail and sales ability
• Knowledgeable about OSHA laws and regulations
• Strong decision-making and problem-solving skills
• Computer literate with capability in PMS software, MS Office and related communication tools
• Must possess a positive attitude and the ability to smile under all circumstances
• Willingness to participate in training in order to comply with new or existing laws
• Ability to work a flexible schedule, including evenings and weekends
• Demonstrated ability to diffuse and respond to customer concerns to avoid escalation of the problem

Community Team Perks + 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.
*Premiums apply for spouse, dependent, or family coverage plans
•  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 at Sentral receive discounted rates on pet insurance, attractions, rental cars, shows, events, and more!

The following requirements are intended to reflect the expected work environment and physical demands of the role. Candidate must be able to perform the following activities with or without reasonable accommodation to be successful in the role:

• Work in a space that includes indoor and outdoor spaces, with and without covering
• Move throughout the property for extended periods of time
• 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

If you require accommodations to the above listed job duties or would like to request accommodations during the interview process, please indicate so on your applications in the "Accommodations" section.

Sentral is dedicated to creating a diverse and inclusive work environment that champions all backgrounds, identities, and voices. We strive to cultivate a space where our team members feel valued, and our residents feel loved. While there is no exact recipe for ensuring our residents feel loved, we believe a key ingredient is seeking and employing individuals that reflect the uniqueness of our residents.

As an Equal Opportunity Employer, we do not discriminate based upon actual or perceived race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.