Director of Hospitality Tenant Experience
Director of Hospitality Tenant Experience
Posted on :
07-04-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
07-04-2025
Job Description
COMPANY SUMMARY
Empire State Realty Trust Inc. (NYSE: ESRT) is a NYCfocused REIT that owns and operates a portfolio of wellleased top of tier modernized amenitized and welllocated office retail and multifamily assets. ESRTs flagship Empire State Building the Worlds Most Famous Building features its iconic Observatory that was declared the #1 Attraction in the World and the #1 Attraction in the U.S. for the third consecutive year in Tripadvisors 2024 Travelers Choice Awards: Best of the Best Things to Do. The Company is the recognized leader in energy efficiency and indoor environmental quality. As of December 31 2024 ESRTs portfolio is comprised of approximately 7.8 million rentable square feet of office space 0.8 million rentable square feet of retail space and 732 residential units.More information about Empire State Realty Trust can be found at esrtreit and by following ESRT on Facebook Instagram TikTok X and LinkedIn.
POSITION SUMMARY
The Director of Hospitality & Tenant Experience (Director) at Empire State Realty Trust is a leader with a proven track record to inspire and train teams in multiple disciplines in customer service and routinize programs to maintain and improve customer engagement. This persons primary function is to maintain and improve our hospitality experience.
The Director will drive consistency develop measurable goals and KPIs and implement a structured training and quality assurance program to ensure a bestinclass experience for tenants and guests. The Director will also oversee programming for all amenity spaces and participate in the programming of tenant events.
CUSTOMER EXPERIENCE TRAINING
- Partner with department heads and managers to design and implement training programs for frontofhouse heartofhouse and customerfacing departments which emphasize the importance of hospitality service quality and teamwork within the first 180 days including:
- Scripted greetings etiquette attire body language cell phone use etc.
- Written communication email etiquette etc.
- Consistent service delivery and communication
- Daily shift briefings skills workshops training refreshers and periodic evaluations
- Establish integration with HR for new hire orientation and onboarding
- Update training materials (playbooks/scripts) regularly based on feedback industry trends and organizational changes to keep programs relevant and effective
- Standard Operating Procedure (SOP) Compliance: Develop and implement quality assurance SOPs targeting a 95 compliance rate through periodic audits
Training & Quality Assurance KPIs:
TENANT ENGAGEMENT
- Develop methods to receive record and analyze tenant feedback.
- Enhance client outreach standardize interactions collaborate with Marketing for event promotion and provide inperson tours to improve tenant satisfaction and experience
- Oversee the annual Kingsley survey process
- Update survey questions to align with evolving tenant needs
- Analyze survey results with department heads and managers to identify trends and improvement opportunities
- Collaborate with department heads and managers to develop and implement actionable plans based on survey results to enhance tenant satisfaction
- Track progress and outcomes of action plans striving to raise tenant satisfaction scores
- Obtain more frequent realtime tenant feedback through new methods
- Establish a sense of community through (i) better tenant communications and (ii) events which foster stronger relationships (e.g. town halls welcome events sport leagues etc.
- Collaborate with Marketing to develop strategies that promote program and activate our amenity spaces; develop a calendar of events (e.g. sports leagues mixology classes exercise classes bouquet making icecream socials etc.
- Make Property Management teams part of the leasing effort with prospective tenant tours to incorporate hospitality touches for all tour runofshows and develop standardized best practices to ensure quality control
- Kingsley Tenant Satisfaction Score: Achieve a portfoliowide Excellence Award rating
- Service Response Time & Efficiency: Establish baseline metrics and processes for service response time for the Property Management team
- Secret Shopper Performance: Establish baseline metrics source vendor and achieve an average score of 95 across all properties monthly
- Tenant Survey Strategy: Define and implement an alternative tenant survey approach including cadence frequency and format Longterm goal: Increase participation rates by 10 year over year
- Event Attendance Tracking: Establish baseline metrics to measure participation in key events and achieve a minimum tenant participation rate of 30 per building
- Net Promoter Score (NPS) Tracking: Develop NPS question to assess tenant opinions on key interactions (e.g. guest checkin work order service); Longterm goal: Achieve an NPS score of 8 or higher
Tenant Surveys:
Tenant Engagement and Experience:
Service & Hospitality Excellence KPIs:
Customer Engagement KPIs:
TENANT AMENITITES / EVENTS
- Partner with the internal and/or external team(s) to manage program and ensure the profitability of all ESRT amenity spaces
- Manage all aspects of income producing tenant dedicated events including outreach strategies reservations food and beverage pricing proposals written agreements billings SOPs and postevent analysis
- Establish quality standards for daily operations and method for verification
- Develop and implement financial budgets income and expense statements and reports on tenant utilization and operations
- Amenity Utilization Growth and Profitability: Increase tenant bookings of amenities spaces by 20 year over year and NOI 20 YOY.
- Event Engagement Score: Establish and implement a post event survey measuring attendee satisfaction quality experience and engagement; Achieving a minimum tenant satisfaction score of 90 per event
- New Tenant Engagement: Achieve 50 of all new tenants employees participating in at least one event within their first three months of occupancy
Events & Amenity Utilization KPIs:
WHAT SUCCESS LOOKS LIKE
- ESRTs goal is to exceed customer expectations
- Lead impactful training sessions that invigorate and inspire a hospitality focus throughout the company with top of peers experience
- Prioritize and communicate key objectives and tactics to achieve agreedupon goals and key performance indicators related to tenant engagement programming service excellence and event attendance
- Cultivate a culture of service excellence that resonates with both employees and tenants fostering a sense of community and belonging
- Drive measurable improvements in tenant satisfaction event participation and overall tenant engagement
- Achieve growth in amenity utilization and tenant participation in events
REQUIRED SKILLS / ABILITIES
- Proven ability to effectively train others
- Exceptional presentation and communication skills active listening and problemsolving skills with the ability to adapt to different audiences
- Ability to collaborate inspire and lead people to achieve common goals
- Ability to organize coordinate and effectively manage multiple tasks
- Proficiency with Microsoft Office Suite; Experience or aptitude to learn and utilize accounting software (Yardi) Tenant App (ESRT) Service Request (Building Engines) and others as needed
EDUCATION & EXPERIENCE
- College Degree (Hospitality Management Business Administration or a related field preferred) or comparable experience
- 10 years of experience in the hospitality industry with a senior management role
- Strong background in customer service and guest experience enhancement
- Basic knowledge of property maintenance and construction
- Experience in developing and implementing training programs for frontofhouse heartofhouse and customerfacing departments
- Proven ability to train and manage large teams with demonstrable results
- Experience with financial budgeting income and expense statements and reporting
PHYSICAL REQUIREMENTS
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 20 pounds climb ladders
WHAT YOU CAN EXPECT
- At ESRT like our tenants our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work Certified employer we are committed to maintaining our positive work culture where employees are engaged and can grow and develop. In addition ESRT employees embody our Company Culture & Success Factors
- Adaptable you are a selfstarter whos able to quickly digest and execute new processes to work both collaboratively and independently
- Dynamic you are solutionsoriented aim to improve processes and implement efficiency and offer insightful feedback to improve ESRT
- Dependable you take a strong sense of ownership and accountability over your work
- Passionate you keep up with industry trends and are excited about the potential to propel the industry forward with a rollupyoursleeves attitude
- Curious you consistently look for new ways to work smarter not just harder
- Ethical you treat others with respect act with integrity in how you perform your work and embrace our collaborative culture
- Positive you possess a serviceoriented attitude with excellent follow through
BENEFITS
- Competitive base salary and bonus
- Health/Dental/Vision insurance
- Company sponsored Life AD&D STD (with Salary Continuation) and LTD Insurance
- Voluntary Enhanced LTD Program
- Voluntary Hospital Accident and Cancer Programs
- 401(k) with 100 match up to 5
- Paid parental leave
- Pretax transit accounts
- Employee Assistance Program for emotional financial and legal support
WELLBEING
- Generous paid time off
- Flex remote work time
- Flex Summer Fridays
- Employee engagement programs
- Volunteer time off
- Continuing education
- Complimentary Empire State Building Observatory access
- Complimentary gym membership and other wellness benefits
- Employee Discount Programs
$160000 $190000 a year
Salary is based on several factors including but not limited to education work experience job location size of property where applicable and/or certifications. In addition to your base salary ESRT provides discretionary annual bonuses.
ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity innovation and the success of our business. We do not discriminate based on race religion color creed national origin sex sexual orientation gender identity or expression reproductive choices age marital status veteran status disability status pregnancy parental status caregiver status genetic information political affiliation or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment including hiring promotion demotion compensation training working conditions transfer job assignments benefits layoff and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.
Required Experience:
Director
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
