Building Experience Manager - New York, United States - Industrious

    Industrious
    Industrious New York, United States

    1 month ago

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    Full time
    Description

    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

    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 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 the direct management of meeting rooms, wellness center, building communications, tenant activations and the arrival experience. 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.

    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 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.
  • Ensure that your team is clear on all expectations and delivers upon the points listed above.
  • Ensure LL bill backs and reporting are submitted on time and executed in adherence with TXM standards
  • Ensure 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.
  • Oversee the ordering, restocking, receiving and inventory of amenity 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.
  • If necessary provide assistance with new tenant move-ins, onboarding and in office services when asked.

  • Bookable Space Management

  • Meet or exceed quarterly sales goals for the meeting and event spaces by managing inbound sales and proactively building strategy and execution for outbound sales.
  • Support, manage, and coordinate meeting and event 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.
  • 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.
  • Learn basic AV troubleshooting and be able to help clients connect to the installed in room systems seamlessly.
  • 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.
  • 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.

  • Community Programming and Building Communications

  • Design and execute a dynamic calendar of events for the tenants of the building focused on strategic values that build community and engagement.
  • Manage all aspects of the community events including budgeting, vendor management, onsite execution and reporting.
  • Manage event marketing including updating tenant mobile app, digital and physical signage and building newsletter according to the building brand identity standards
  • Own the management of the tenant experience app including:
  • Content creation and copywriting for news feeds and blogs
  • Maintaining audience profiles and user groups
  • Distributing timely building notices
  • App adoption by building tenants
  • Negotiating local perks and partnerships

  • Arrival Experience & Service Culture

  • Be a strategic advisor to Property Management in delivering a seamless and elevated visitor management and lobby arrival process.
  • Manage lobby ambassadors
  • 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.
  • 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 4+
  • 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 $90,000 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.

    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.

    Industrious focuses on Internet, Communities, Hospitality, Collaboration, and Interior Design. Their company has offices in Los Angeles, New York City, San Francisco, New York, and Austin. They have a large team that's between employees. To date, Industrious has raised $259M of funding; their latest round was closed on August 2019.

    You can view their website at