Experience Manager

• Spaces designed for work, however, and wherever employees want
• Services curated for members, with programming designed to inspire collaboration
• People dedicated to building community and activating experiences
• Technology that enables it all to happen Onsite 

Outcomes You’ll Deliver:

High Performing Amenity Operations:  Operate and optimize  tenant lounge, meeting, fitness, and outdoor spaces. Ensure seamless daily execution, driving growth in both utilization and monthly revenue performance.
Programming Strategy and Execution: Curate and execute a calendar of tenant events that drive productivity, connectivity, longevity and community impact. Maintain high attendance and satisfaction while managing an annual event budget with precision.
Hospitality Service Line Development: Launch and provide Onsite brand standard vertical services to tenants including curated catering menus, private event planning and coordinated service offerings. 
Trusted Client and Tenant Relationships: Build strong relationships with property management (CBRE), ownership (Tourmaline), and the tenants you see every day. Proactively gather feedback, generate tailored recommendations, and deliver monthly reports that demonstrate impact.
Leasing Support and Integration: Gain trust and develop relationships with leasing to support prospective tenant tour process and renewal likelihood of existing tenants. Add special hospitality touches to tour experiences. 
Effective Communication and Marketing: Implement tenant-facing communication strategies, including newsletters, signage, and digital campaigns, that drive awareness, participation, and revenue.
Technology and Product: Oversee quality control of the Tollway Plaza  building app to ensure tenants have seamless access to services, events, and programming. Monitor and maintain app content—such as reservations, highlights, and announcements—while supporting team members in keeping information fresh and engaging. Ensure all platforms, including our proprietary Playbook tech platform, enhance the tenant experience and streamline tenant access to meetings, fitness, and hospitality services.
Strategic Partnerships: Establish and manage relationships with retail tenants and local vendor partners to enhance event offerings and the tenant experience while supporting the community surrounding the building.

Requirements:

You have 4+ years of professional experience in hospitality, event planning, or commercial real estate (CRE), with a background in luxury hospitality, event management, or independent business ownership. Catering experience is a plus.
Proven experience owning operational standards, service delivery, and team performance in high-touch environments.
Tech-savvy, with experience using booking, scheduling, and collaboration tools (Google Workspace, Slack, event platforms).
Adaptable and confident learning new systems for membership and program management.

Key Competencies:

Executive Presence. You are an expert at reading the room and understanding how to interact with your audience. You thrive in a room with tenants and can speak to your product and experience with eloquence and confidence
Obsessively customer-centric.  You have multiple examples of how you’ve exceeded what customers expected of you.  Your previous managers would tell us that you have an innate hospitality mindset and are happiest when serving others. 
A highly organized and detail-oriented professional. You stay extremely organized and are constantly reprioritizing your own work because it’s what makes you most effective. Your previous managers would refer to you as a stellar multitasker.
Results-driven.  You have strategically moved the needle for past organizations by seeing the big picture, understanding the interconnectedness of decisions and activities, and using that insight to drive revenue and exceed your goals. 
A reliable team player. Your past managers would refer to you as dependable and collaborative. You thrive working as part of a small team (in this case, you’ll have one other colleague on site starting in April) and understand how your daily tasks contribute to the success of the entire operation. You come to work each day ready to “pick up an oar” and do what’s needed for your team to be successful. 
Creative and innovative mindset. You are authentically curious. You consistently envision new possibilities, generate ideas on your own, and execute them. You tackle challenges with original approaches, seeking unique ways to address issues and improve existing methods. You collaborate closely with others, knowing the sum is greater than its parts.