Tenant experience and general management:
• Build strong bonds with occupiers so their days feel personalized and productive. Become the go-to partner for workplace experience, HR, and office managers in the building.
• Submit financial and engagement reporting on time and to standard, including the annual business plan and quarterly asset and property management recaps.
• Monitor trends on a regular cadence so both internal teams and asset managers can understand the business and adjust when needed.
• Manage tenant experience and amenity budgets.
• Build clear systems and procedures that set the rest of the team up for success when you’re not there.
• Consistently find ways to improve processes and operations.
• Assist with new tenant move-ins, onboarding, and in-office services when needed.
• Support marketing teams in keeping collateral and experiences on-brand.
• Support leasing teams in showcasing building amenities, including tours and lease gifting programs.
• Deploy tenant sentiment surveys (NPS, CSAT, and others) and create action plans for any detractors.
• Own the tenant onboarding process so new occupants know what’s available from day one.
• Oversee ordering, restocking, receiving, and inventory of amenity supplies, avoiding outages while managing costs efficiently.
• Keep all amenity spaces spotless at all times.
• Document and escalate maintenance and facilities issues through proper channels.
Meeting and events management:
• Meet or exceed quarterly sales goals for meeting and event spaces through inbound management and proactive outbound strategy.
• Create and execute a local marketing plan.
• Oversee the teammate who responds to meeting and event leads and bookings from start to finish, including client coordination, event planning, logging, and reporting.
• Assist with site tours, room flips, and check in bookings daily.
• Manage third-party AV vendors and contracts to ensure equipment is always operational.
• Keep the day-to-day operations of meeting rooms, tenant lounges, and other bookable spaces running smoothly.
• Create reports and monitor trends on a regular cadence.
Third-party vendor management:
• Keep all third-party vendors aligned daily on amenity reservations, catering orders, special events, and requests.
• Create a hospitality-focused environment where all parties work seamlessly as one team.
• Lead overall hospitality and service standards across all departments, including any operational issues that affect the customer experience.
• Act as a strategic advisor to Property Management on visitor management and lobby arrival.
Community programming and building communications.
• Directly manage the Community Manager who designs and executes the building’s tenant event calendar.
• Oversee all aspects of community events including budgeting, vendor management, onsite execution, and reporting.
• Assist in creating and executing event marketing strategies, including updating the tenant app, digital and physical signage, and the building newsletter.
• Ensure digital and physical communication channels are up to date and functioning.
• Deliver on occupier Surprise and Delight and monthly interaction standards.
• Help direct reports create annual goals that are quantifiable and connected to overall business outcomes.
• Performance manage any direct reports and take action when necessary.
• Build a team culture that’s empathetic and supportive.
• Make sure teammates have the tools and resources they need to succeed.
• Identify and execute hospitality processes that support occupiers, guests, and the broader building team.
• Champion Industrious service standards and hospitality principles.
• Create local service campaigns that reinforce great hospitality in action.
• Model and deliver on any new hospitality standards, both internally and across the building team.
• Communicate and resolve issues confidently, empathetically, and professionally with all building stakeholders.