Senior Workplace Community Manager

Job Summary

Over the past decade, the commercial real estate industry has undergone a rapid acceleration in the adoption of technology, the introduction of hotel-level amenities, the importance placed on elevating the workplace experience, and the connection to the community. Today's customer has grown to expect a truly elevated and differentiated experience at every touchpoint, from the beginning of their day to the end, in both the physical and the digital worlds.

As an RXO, you will oversee a newly built amenity center, and serve as the central touchpoint of hospitality, cultivating a warm and welcoming experience for tenants and their guests. You will be responsible for upholding RXR’s exceptional customer service standards and promoting a safe, productive, and inspiring space. You will play a critical role in ensuring smooth operations, managing amenity center bookings, activating each aspect of the center with programs and events, cultivating a sense of connection and community, and ultimately, exceeding our tenants’ expectations at every turn.

The RXO will work closely with our Restaurant and Conference Operators, the Onsite Property Management Team, Senior RXO Team Members, RXR’s Head of Hospitality and Amenities, and other project stakeholders to effectuate a consistently elevated experience and premium satisfaction of our tenants. 

RXR is a leading real estate owner, investor, operator, and developer committed to building socially, economically, and environmentally responsible communities - A vertically integrated private real estate company with expertise in investment management, property management, development, design, construction, leasing, and finance.

Responsibilities

Serve as liaison between third-party operators including the fitness center, conferencing and restaurant. This includes the daily monitoring and quality assurance check of daily operations, collaborating with operators to drive revenue growth, develop a robust calendar of programming, and internal/external marketing and events to enhance the overall experience and engagement of the amenity center.

• Hospitality
  • Serve as the overall amenity center concierge and central touchpoint of hospitality.
  • Cultivate a warm and welcoming amenity center experience and best in class environment for our tenants and their guests.
  • Liaise directly with tenant contacts to assess needs and wants and work together with cross-functional internal teams to ensure their expectations are surpassed.
  • Interact with guests to obtain feedback on product quality and service levels.
  • Handle guest problems and complaints.

• Space Operations + Overall Management
  • Troubleshoot end-to-end IT management (Ex. printing, WIFI, A/V, phones, vendor management, etc.)
  • Ensure that the front desk, pantry, storage, and kitchen area are kept clean, organized, and stocked when applicable.
  • Ensure compliance with existing health, sanitation, liquor licensing, permitting, safety and employment regulations and that all other standard operating procedures are met.
  • Track inventories and order office supplies, pantry items etc.
  • Track customer feedback and respond to any ongoing issues and positive/negative feedback
  • Oversee annual budgets and track monthly operating budget for optimization.

• Room Booking, Revenue Management & Marketing
  • Support all room and amenity booking reservations and respond to inquiries in a timely manner.
  • Facilitate tours of the space and onboard new tenants and their guests.
  • Coordinate with property management and building maintenance on day-to-day space needs, accommodations, and operations (Ex: Issuing access badges, submitting tickets, resolving work orders, HVAC requests)
    
    
• Amenity Center Activation & Community Engagement
  • Activate the amenity center through events, partnerships, and perks.
  • Connect with local businesses, cultural institutions, and other community partners.
  • Engage the internal/external community by making the amenity center the “heartbeat” of the building.
    
    
• Programming + Event Planning
  • Collaborate with the RXO team to integrate community partners and local businesses, into monthly programming and community engagement opportunities.
  • Work alongside the RXO team to create marketing materials for monthly programming and events.
  • Manage the set-up, breakdown, and be on-site to assist with relevant events and space reservations.
  • Measure the success of programs and events from beginning to end and identify opportunities for ongoing procedural improvements.
  • Connect tenants with event partners, local businesses, and catering services for their individual needs.

Qualifications

Top Competencies:

• Hospitality Minded: Demonstrates the ability to deliver the RXO elevated level of hospitality for commercial tenants, ensuring that their experience exceeds expectations. Demonstrates the ability to execute on customer needs, whether directly troubleshooting issues or in collaboration with other internal teams. Prioritize customer satisfaction, no matter what.
• Community & Consensus Building: Demonstrates the ability to activate opportunities for building and bolstering communities and tenant networks within RXR commercial properties. Builds consensus within internal teams to elevate customer experience and facilitate community/relationship building among tenants and with the outside local community.
• Tech Savvy & Systems Proficient: Demonstrates proficiency in daily use of relevant technology platforms and apps: Canva, Worxwell, Cove, Hubspot, Excel, Monday.com, and the MSFT Office Suite. Anticipates and adopts innovations in business-building digital and technology applications. Readily learns and adopts new technologies. Curious about new technical skills, knowledge, or capabilities that can benefit business or personal performance.
• Accountable: Holds self-accountable to meet commitments in accordance with deadlines while maintaining accuracy in their work. Self-directed to communicate status; takes ownership for decisions, actions, and failures. Operating as an owner within budgetary guidelines, demonstrates fiscal responsibility and good judgement.
• Resilient: Faces and tackles unforeseen challenges. Comfortable in a fast-paced results-driven environment. Able to perform under pressure and scrutiny; manage crisis while remaining calm and levelheaded. Adapts approach and demeanor in real time to match the shifting demands of business needs and company goals.

Experience and Education

The ideal candidate for the Concierge position should possess the following experience:

• Customer Service Excellence: Minimum of 3 years' experience in a high-end hospitality or customer service role, such as hotels, corporate buildings, or luxury residential services, demonstrating a strong commitment to providing exceptional guest experiences.
• Building Relationships: Proven track record of building and maintaining strong relationships with both clients and service providers. Ability to anticipate tenant needs and build rapport with regular visitors.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact with tenants, guests, and team members clearly and professionally.
• Problem-Solving: Experience in handling complex queries and providing timely, elegant solutions. Must be adept at thinking on one’s feet and offering immediate resolutions to guest concerns.
• Concierge Services: Familiarity with concierge duties including but not limited to making reservations, providing local recommendations, arranging transportation, and coordinating event logistics.
• Technological Proficiency: Comfortable using property management software, Microsoft Office Suite, and other relevant computer applications. Should be able to adapt to new technologies used in tenant services.
• Task Management: Proven ability to manage multiple tasks with overlapping deadlines and under pressure. Prior experience in a fast-paced, high-traffic environment is desirable.
• Discretion and Confidentiality: Must have experience handling sensitive information with the utmost discretion and confidentiality.
• Luxury Awareness: A solid understanding of luxury service standards and the expectations of high-end clientele is essential.
• Teamwork and Leadership: Experience working collaboratively in a team environment, as well as the ability to lead by example when necessary.
• Flexibility: Must be willing to work a flexible schedule, including occasional evenings, weekends, and holidays to accommodate the needs of the building and its tenants.
• Prior experience in concierge services within a commercial setting is highly regarded. We are looking for a team member who can enhance our brand through their personal commitment to excellence and by embodying our core values in all interactions with our community.