Building Amenity Manager

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.

We are proud to have been recognized as one of America’s 500 fastest-growing companies in 2020 by Inc. Magazine and one of Forbes’ Best Startup Employers.

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 Amenity Manager you will take full ownership for redefining the partnership between Landlord, Property Management, and Vendor. You will be responsible for managing the day to day sales and experience of the shared tenants spaces, conferencing centers, and event spaces. Your ability to manage your partner and stakeholders, like third party amenity providers, will be essential to your success in this role. You will help the 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 operationalize and document as you go will help ensure that we can replicate your success as we grow. The ability and willingness to manage people is also essential to this role. 

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 lobby 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 burden and responsibility of your team and the building teams to make situations better including follow up and tracking.

    • Greet and assist all in a friendly and welcoming manner according to our proprietary arrival standards and daily interaction steps of service.

    • Treat vendors and 3rd parties as partners - make our success their success.

    • Ensure for all stakeholders listed above that we are viewed as a group that is easy to do business with - make things simple.    

    • Ensure that your team is clear on all expectations and delivering upon the points listed above. They are an extension of you and your leadership is integral to the success of the team.                           

  • 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 both the team and occupier Surprise & Delight monthly standards.   

  • Ensure LL bill backs are submitted on time and executed in adherence with TXM standards. 

  • Lead and inspire 3rd party amenity partners to jointly develop ways in which hospitality, tenant engagement/experience, and communications can remain at a consistently high level internally.

  • Assist Property Management with the management of amenity space vendors with the ultimate goal of making their days easier. 

  • Ensure digital and physical communications methods (mobile app/digital signage, physical signage etc.) are up to date and functioning appropriately.

  • Be a strategic advisor to Property Management, Security, and 3rd party amenity providers in delivering a seamless visitor management process with a high service level. 

  • Establish clear systems and procedures that set the rest of the amenity and Industrious team up for success in your absence.  

  • Oversee the ordering, restocking, receiving and inventory of all amenity supplies in a timely manner, avoiding outages, while managing COGs efficiently.      

  • Ensure all the amenity spaces are spotless at all times.                          

  • Escalate technical/AV issues via Property Management according to the responsibility matrix.

  • Manage A/V vendors and IT problem resolution if/when they are contracted.

  • Manage a team and consistently identify ways to improve the systems and processes to ensure optimized operations and experiences. 

  • Build community for the tenants and guests by creating a “Better Day at Work” experience and proactively propagate experience and connection. 

• Sales, Marketing and Management 

  • Meet or exceed quarterly sales goals for the conferencing center by managing all inbound sales and proactively building strategy and execution for outbound sales 

  • Support, manage, and coordinate conferencing leads and bookings. Manage coordination with clients, planning events, logging events and reporting through Tripleseat. 

  • Conduct property site tours, managing room flips and checking in bookings daily. 

  • Establish systems, intake forms and procedures that sets the rest of the amenity team up for success (incoming requests, tours etc.) in your absence.

  • Ensure all occupier and guest facing collateral and communications are per operating and hospitality brand standards.

  • Ensure the broader day-to-day operations of the meeting rooms/tenant lounges and other bookable space are running smoothly, including:

    • Upholding health and safety standards.

    • Responding to inquiries within established response times.

    • Conducting a standing building meeting to ensure building stakeholders, F&B, and other 3rd party vendors are collaborating effectively to exceed occupier and guests expectations.

    • Maintain a current database of recurring vendors for ancillary event needs (bands, specialty F&B, activities, gifts, AV services etc). 

    • Ensure digital booking methods (mobile app/Triple Seat catering software) are up to date and functioning as expected.

    • Be present when meeting rooms or other bookable spaces are occupied ensuring a high service level; rooms are pre-set according to occupier or guests needs; food is delivered on time and displayed tastefully.

    • Create procedures and methods to actively survey occupiers post event to receive valuable feedback to use internally and to share with 3rd party vendors and other stakeholders.

    • Keep a detailed tracker of won/lost, potential events and lead sources in Tripleseat. 

    • Effectively and professionally communicate meeting room or amenity space closures to both external and internal teams so all are informed.

    • Ensure any wayfinding or signage displayed in meeting or bookable amenity spaces is per brand standard.

    • When meeting rooms are not occupied make sure they are reset.

• Facilities/AV

  • Document and escalate maintenance and facilities issues through the proper channels.

  • Ensure all the meeting rooms, lobby and other common areas are spotless at all times.

  • Order, restock, receive, inventory meeting room supplies in a timely manner, avoiding outages, while managing COGs efficiently.

  • Maintain clean and organized supply closets.        

  • Manage a daily walkthrough of your space and analyze the data to understand opportunities to address. Create and roll out solutions for those opportunities.       

  • Billing/Accounting/Reporting

    • Ensure open balances for room rentals are kept to a minimum and assist the PM team with any collections.

    • Assist the PM team with any revenue reporting including creating invoices if necessary to allow for the efficient payment of vendor and 3rd party partners.

  • 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.           

• Events - Marketing, Management, Planning, Comms, and Reporting

  • Support marketing plans, newsletter copy and programming app content and management. Own all App content and marketing outside of Programming and Events. Be the subject matter expert for the Lane App for your building. 

  • Know all the events occurring in all spaces on a given day to be able to speak and promote them confidently.

  • Provide support to the CMs in curating community events including ideation and promotion.

  • Own the personal marketing for the events and programming in the space based on tenant relationships.

  • Ensure that the building and national brand standards are upheld everywhere. 

  • Support Event setup and breakdown when needed.

What We’re Looking For:

• 5-7 years of work experience in Operations, Hospitality, Community Management, or other relevant business operations

• Experience being a people manager and leading a team of 3+

• 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

• Passion for Hospitality 

• 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/Dropbox file management

• Experience in gSheets/Excel 

• Experience in Airtable a plus 

Compensation: 

The annual base compensation range for this role is between $85,000 and $100,000. 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 10% 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, company stock options, wellness programs, professional development grants, 401k plan and many other benefits, subject to applicable eligibility criteria and company policies.