Hospitality-Driven Building Experience Lead

CBRE Group, Inc.; Seattle (WA); On-site; USD 70,000 - 110,000; Full time

Job summary

Industrious is looking for a Building Experience Manager to own the on-site experience for a major asset, coordinating community programming, amenity operations, and meeting/event services. You’ll lead a hospitality-driven team, partner with vendors, and drive guest and occupier satisfaction daily.

You’ll coach a team, troubleshoot with vendors, and plan programs and budgets three months ahead. This role blends operations, sales, and guest relations in a dynamic environment.

Responsibilities

• Submit financial and engagement reporting on time and to standard.
• Monitor trends on a regular cadence so internal teams and asset managers can understand the business.
• Manage amenity budgets.
• Build clear systems and procedures that set the team up for success when you're not there.
• Support marketing teams in keeping collateral and experiences on-brand.
• Oversee ordering, restocking, receiving, and inventory of amenity supplies, avoiding outages while managing costs efficiently.
• Keep all amenity spaces spotless at all times.
• Document and elevate maintenance and facilities issues through proper channels.
• Meet or exceed quarterly sales goals for meeting and event spaces through inbound management and proactive outbound strategy.
• Create and execute a local marketing plan.
• Manage meeting and event leads and bookings from start to finish, including client coordination, event planning, logging, and reporting through Prism/Tripleseat.
• Conduct site tours, manage room flips, and check in bookings daily.
• Manage third-party AV vendors and contracts to ensure equipment is always operational.
• Keep the day-to-day operations of meeting rooms, tenant lounges, and other bookable spaces running smoothly.
• Create reports and monitor trends on a regular cadence.
• Keep all third-party vendors aligned daily on amenity reservations, catering orders, special events, and requests.
• Create a hospitality-focused environment where all parties work seamlessly as one team.
• Lead overall hospitality and service standards across all departments, including any operational issues that affect the customer experience.
• Assist in overseeing the fitness center: drive membership sales and usage, maintain cleanliness and brand standards, approve fitness classes and wellness programming.
• Assist in overseeing food and beverage: support F&B sales including vertical catering, maintain cleanliness and brand standards, approve F&B events and communications.
• Act as a strategic advisor to Property Management on visitor management and lobby arrival.
• Directly manage Lobby Ambassadors, including performance management, scheduling, training, and uniform standards.
• Oversee all aspects of community events including budgeting, vendor management, onsite execution, and reporting.
• Assist in creating and executing event marketing strategies, including updating the tenant app, digital and physical signage, and the building newsletter.
• Ensure digital and physical communication channels are up to date and functioning.
• Deliver on occupier Surprise and Delight and monthly interaction standards.
• People Management.
• Help direct reports create annual goals that are quantifiable and connected to overall business outcomes.
• Performance manage any direct reports and take action when necessary.
• Build a team culture that's empathetic and supportive.
• Make sure teammates have the tools and resources they need to succeed.
• Identify and execute hospitality processes that support occupiers, guests, and the broader building team.
• Champion Industrious service standards and hospitality principles.
• Create local service campaigns that reinforce great hospitality in action.
• Model and deliver on any new hospitality standards, both internally and across the building team.
• Communicate and resolve issues confidently, empathetically, and professionally with all building stakeholders.

Job description

Industrious is looking for a Building Experience Manager to own the on-site experience for a major asset, coordinating community programming, amenity operations, and meeting/event services. You’ll lead a hospitality-driven team, partner with vendors, and drive guest and occupier satisfaction daily.

You’ll coach a team, troubleshoot with vendors, and plan programs and budgets three months ahead. This role blends operations, sales, and guest relations in a dynamic environment.