Senior Building Experience and Amenity Manager - San Francisco

About the Company:

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team, and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience. 

Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team.

To learn more, visit www.industriousoffice.com/careers.

About the Role: 

Industrious is building a range of products and services that solve the needs of large commercial landlords. One such product is to deliver event programming and manage amenities for the office tenants of entire buildings, in partnership with the building landlord. This is a critical part of our longer-term competitive strategy, and an important product for a different kind of customer.

As the Building Experience and Amenity Manager you will take full ownership for helping integrate the partnership between Landlord, Property Management, and Vendors. You will be responsible for managing the day to day sales and experience of the shared tenants spaces. This includes both direct and indirect management of meeting rooms, wellness centers, event spaces and food and beverage outlets. Your ability to manage your amenity partners, property stakeholders and employees will be essential to your success in this role. You will help the Industrious TXM team re-define what property management can look like in a building where traditionally disparate teams did not have to work together. Your ability to design, implement and document operational models will help ensure that we can replicate your success as we grow. The ability and willingness to manage and inspire people is essential to this role.

You will lead a group of other tenant experience professionals and 3rd party hospitality vendors in a large downtown financial district office tower just finishing a large capital investment in their building wide amenities and service programs.

This role would be great for someone that loves managing multiple outlets and creating dynamic customer programs and experiences. Someone who is currently a manager or director of operations at a hotel (but is tired of working weekends) or other multidimensional hospitality environment would be ideally suited.

Responsibilities include but are not limited to:

• Tenant Experience and General Management
  • Embody and display both Industrious and Landlord values and service principles in all in-person and virtual interactions with occupiers, guests, our Landlord partners, 3rd party amenity partners and vendors, including:
    • Build strong bonds with occupiers ensuring their experiences are personalized and their days are productive. Become an invaluable resource and partner to current workplace experience, HR, or office managers in the building. Build relationships with tenants outside of common space interactions by being proactive in your efforts to engage the tenants throughout the building.
    • Confidently, empathetically and professionally communicate and resolve issues with all building stakeholders. Ultimately you take on the responsibility of your team and the building teams to make situations better including follow up and tracking.
    • Treat vendors and 3rd parties as partners - make our success their success.
    • Ensure that your team is clear on all expectations and delivers upon the points listed above. They are an extension of you and your leadership is integral to the success of the team.           
  • Ensure landlord bill backs are submitted on time and executed in adherence with TXM standards.
  • Own the rollup and full reporting of the amenity and building wide experience P&L (including 3rd party vendors).
  • Assist Property Management with the management of amenity space vendors.                       
  • Oversee digital and physical communications methods (mobile app/digital signage, physical signage etc.) are up to date and functioning appropriately. 
  • Establish clear systems and procedures that set the rest of the amenity and Industrious team up for success in your absence - likewise, ensure all teammates are cross trained to set them up for success in others absence.
  • Oversee the ordering, restocking, receiving and inventory of amenity and event supplies in a timely manner, avoiding outages, while managing COGs efficiently.     
  • Ensure all the amenity spaces are spotless at all times.
  • Document and escalate maintenance and facilities issues through the proper channels.      
  • Manage a team and consistently identify ways to improve the systems and processes to ensure optimized operations and experiences.
  • Ensure that everyone follows amenity center and building brand identity guidelines.
  • Administer consolidated customer sentiment surveys and aggregate reports on specific experience KPIs and other usage and engagement metrics across the building and amenity offerings.
  • Implement and maintain tenant CRM, ensuring teammates are contributing daily to adding relevant customer information and preferences.
  • If necessary provide assistance with new tenant move-ins, onboarding and in office services when asked.

• Membership Management
  • Direct responsibility to sell, market and manage Access Memberships within the amenity space:
    • Work closely with area sales lead to manage sales funnel and give tours
    • Maintain membership portal, website and manage tenant communications
    • Create and update sales and marketing collateral
  • Meet membership sales goals and provide revenue reporting.
  • Ensure Members are onboarded according to standard and recurring membership billing and food and beverage credits are maintained.

• Bookable Space Management
  • Directly manage the Conference Experience Manager ensuring their coordination with clients, planning events and reporting through meeting software follows standards.
  • Assist in meeting or exceeding  sales goals for the event spaces by helping create a robust inbound sales funnel and proactively building strategy and execution for outbound sales.
  • Conduct property site tours when necessary, managing room flips and checking in bookings daily.
  • Ensure all occupier and guest facing collateral and communications are per operating and hospitality brand standards.                                                                                        
  • Create reports and monitor trends on an established cadence that allow for both internal teams and asset managers the ability to understand the business and adjust practices when deemed necessary.

• Third Party Vendor Management
  • Ensure that all third party vendors are aligned on a daily basis with amenity reservations, catering orders, special events and requests.
  • Create a hospitality focused environment and culture where all parties work seamlessly and as one team.
  • Lead overall hospitality and service standards for all staff of all departments including being involved in any operational issues that impact customer experience or user journeys.
  • On behalf of landlord, assist in overseeing the fitness center:
    • Assist in programs that drive Memberships sales and usage
    • Facilitate the efficient reporting of facilities issues and adhering to cleanliness standards
    • Ensure fitness center follows brand identity standards
    • Approve fitness classes, wellness programming and communications making sure it aligns with overall programming calendar and other communication cadences
  • On behalf of landlord, assist in overseeing the food and beverage and catering outlets:
    • Assist in programs that drive a la carte and catering food and beverage sales including vertical catering to office floors
    • Facilitate the efficient reporting of facilities issues and adhering to cleanliness standards
    • Ensure food and beverage menus, signage, uniforms and other communications follows brand identity standards
    • Approve food and beverage focused events and communications making sure it aligns with overall programming calendar and other communication cadences

• Community Programming and Building Communications
  • Directly manage Community Manager who will design and execute a dynamic calendar of events for the tenants of the building focused on strategic values that build community and engagement.
  • Oversee the implementation of all aspects of the community events including budgeting, vendor management, onsite execution and reporting.
  • Assist in creating and execution of event marketing strategies including updating tenant mobile app, digital and physical signage and building newsletter according to the building brand identity standards.

• Branded Hospitality & Service Culture
  • Assist property management with developing key proprietary service principles for all building staff and third party partners.
  • Be a strategic advisor to Property Management in delivering a seamless and elevated visitor management and lobby arrival process.
  • Identify and execute key hospitality processes and operations that support both our occupiers, our guests, and our greater building teams experience.               
  • Model and deliver on any new hospitality standards related to new products and services both internally and to the rest of the building team.
  • Deliver on Surprise & Delight and other hospitality monthly standards.
  • Assist marketing teams with ensuring collateral and experiences are per building brand identity standards. Help create standards if none are in place.
  • Assist leasing teams in highlighting the benefits of the building’s amenities including tours and lease gifting programs.                                                                                                                                                                                                                                                                                                                                                                                                                                                    

What We’re Looking For:

• 7-10 years of work experience in Operations, Hospitality, Community Management, or other relevant business operations
• Experience being a people manager and directly leading a team of 10+
• Ability to work independently with an extremely reliable and excellent work ethic
• Someone who enjoys continuous change and improvement
• Ability to represent Industrious and Landlord interests to outside vendors and Landlords
• Ability to develop strong relationships with external vendors, partnerships, and tenants
• Ability to understand audiences and appropriately tailor communication internally and externally
• Exceptional organizational and multitasking skills
• Deep passion for hospitality and employee engagement
• Ability to gather data and build as you go
• Impeccable verbal and written communication skills
• Demonstrated leadership skills and the ability to identify problems and implement solutions
• Experience in gDrive file management
• Experience in gSheets/Excel
• Experience in Airtable a plus
• Experience in Triple Seat a plus

Compensation:

The annual base compensation range for this role is between $110,000 and $125,000. The successful candidate's actual base compensation will be based upon a variety of factors, including but not limited to work experience, job related knowledge, skills and professional qualifications.

You will also be eligible for up to 12% in performance-related bonus pay.

Base and bonus compensation are just two components of Industrious’ total compensation package that may be available to employees.  Other great employee perks and benefits include: heavily subsidized healthcare plans, generous paid time off, wellness programs, professional development grants, 401k plan and many other benefits, subject to applicable eligibility criteria and company policies.

Industrious is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Industrious believes that diversity is critical to our success in delivering great workplace experiences and is committed to creating an inclusive, mutually respectful environment which celebrates diversity of our people. We seek to hire on the basis of merit, competence, performance, and business needs.