About This Role: You're the person who makes a building feel alive. Not in a vague way, but in a real, every-single-day way. The tenants who grab coffee know your name. Property management calls you first when something goes sideways. The leasing team wants you on their tours because you make the space feel like somewhere people actually want to show up.
As a Building Experience Manager, you own the full on-site experience for a large commercial asset: community programming, amenity operations, meeting and event sales, lobby arrivals, building communications, and the team that delivers all of it. You're the single point of accountability for how this building feels to everyone who walks through its doors.
It's a manager role with a hospitality soul. Part of your day will be coaching your team, part of it troubleshooting with vendors, part of it thinking three months ahead on programming and budgets. The variety isn't a side effect of the job. It is the job.
The buildings that work best aren't just well-run. They're places tenants talk about, renew in, and bring clients to. That's what you're here to build.
What You'll Do: General management.- Submit financial and engagement reporting on time and to standard.
- Monitor trends on a regular cadence so internal teams and asset managers can understand the business.
- Manage amenity budgets.
- Build clear systems and procedures that set the team up for success when you're not there.
- Support marketing teams in keeping collateral and experiences on-brand.
Amenity management.- 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.
- Manage meeting and event leads and bookings from start to finish, including client coordination, event planning, logging, and reporting through Prism/Tripleseat.
- Conduct site tours, manage 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.
- Assist in overseeing the fitness center: drive membership sales and usage, maintain cleanliness and brand standards, approve fitness classes and wellness programming.
- Assist in overseeing food and beverage: support F&B sales including vertical catering, maintain cleanliness and brand standards, approve F&B events and communications.
Arrival experience.- Act as a strategic advisor to Property Management on visitor management and lobby arrival.
- Directly manage Lobby Ambassadors, including performance management, scheduling, training, and uniform standards.
Community programming and building communications.- 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.
- People Management.
- 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.
Service culture.- 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.
What You'll Need: To perform this job successfully, an individual will need to perform each crucial duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Bachelor's Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered. Hospitality, property, or tenant experience management preferred.
- Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred.
- Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.
- Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job discipline and department.
- Budget and P&L fluency preferred.
- In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
- Extensive organizational skills with a strong inquisitive mindset.
- Experience with Tripleseat or a tenant experience app strongly preferred.
