Tenant Experience Director

Salary Range: $80-85k annually + up to $4k annual bonus for top performance

Benefits: FREE employee-only medical coverage under one of our plans and a 4% employer match with our 401(k). You’ll have full access to the onsite fitness center as well as other incredible benefits HERE.

Location: Downtown Washington, DC (we will share the exact location with those who advance in our process)

Work Hours: Mostly Monday - Friday from 9am - 5pm, but you’ll need to be flexible and sometimes support early morning or evening events.

Reports to: Our Customer Success Director located in Washington, DC

Lulafit x Onsite:

Lulafit specializes in delivering exceptional hospitality services in Commercial Real Estate to fundamentally change the value proposition of the modern office. We’ve partnered with Tourmaline Capital Partners (TCP) across their national portfolio to represent and operate their workplace hospitality program and brand, Onsite. Onsite is a new workplace experience program that delivers what office tenants need to make every day productive.

Your Mission:

Your mission is to launch and manage a luxury hospitality program in a stunning Class A office building in downtown Washington, DC to enhance the tenant workplace experience. You’ll plan and execute engagement initiatives and community events that activate various spaces at the property, turning them into thriving hubs of connection, wellbeing and productivity. You’ll form meaningful, strategic partnerships with key stakeholders including the building owners, property managers, leasing agents and brokers. Your leadership will increase the return to office rate, the utilization of building amenities and engagement with the Onsite platform.

The Legacy You’ll Leave:

As a result of your time in this role, you and your team turned your office building into a dynamic hub that supported tenants’ connection, productivity, and wellbeing. Through curated experiences, deep and meaningful stakeholder relationships, and unmatched hospitality, you helped establish Onsite as the beating heart of a thriving workplace— and your building was the most coveted place to work in DC. As a direct result of how well you performed in this role, you solidified lulafit and Onsite as leaders in the movement that is redefining how people experience the workplace, ensuring that office environments don’t just exist, but inspire.

What You’re Responsible For:

• Onsite Program Launch + Ongoing Operations: Launch the first Onsite location in DC and own ongoing operations to ensure the program’s continued success. During the launch phase, you will oversee procurement, marketing and communications, and create overall operating procedures for all services. Post-launch, you will maintain the highest level of service and quality for the program and ensure your spaces pass 100% of quarterly walk-through audits.
• Tenant + Stakeholder Satisfaction: Consistently score a 90%+ satisfaction rate based on amenity feedback surveys. Develop deep tenant relationships, ensuring your services are a major driver in their desire to continue working in your building. Build and nurture a strong relationship across all client stakeholders, anticipating their needs and ensuring your strategy is aligned with their objectives.
• Budget + Financial Management: Establish alignment with your client by preparing and delivering comprehensive and impactful monthly reports, highlighting goals vs. actuals and linking all strategic initiatives to their impact on the data. You’ll own your site’s budget and manage all expenses, achieving 10% or less variance in budget versus actual spend on monthly P&L for all operating expenses. You’ll also track and manage your $75k annual event budget.
• Team Leadership + Performance: Directly manage one Hospitality Specialist, providing direct support, consistent coaching, and quarterly performance reviews to ensure all site outcomes are achieved. As needed, support your Hospitality Specialist with conference room bookings and leasing tours. Hire and manage a group of contract fitness instructors to teach regular weekly classes.
• Masterful Event Execution: Design and execute curated events, focusing on sourcing small business and luxury establishment vendors. You’ll plan your events 90 days in advance, ensuring alignment with client objectives. Provide the highest level of customer service to each guest to achieve high engagement rates in every planned event, ensuring attendance is within 10% of what you expect.
• Technology + Platform Management: Drive maximum adoption and usage of the building app powered by Cove and manage all Onsite program related aspects of the app, with the goal of increasing building app usage every quarter. Build content for the Onsite platform to drive engagement to community and private events, the fitness center, and conference room bookings.
• Embody Onsite Brand + Mission: You’ll serve as the lead Onsite brand ambassador in your building, contributing to monthly LinkedIn content and Onsite filmed and recorded content. Establish local business partnerships with the Onsite brand (i.e. a new, hip coffee shop that opened nearby). Represent the brand in everything you do, according to your Onsite employee lookbook and guidelines.

Who You Are - Baseline Expectations:

• You have 5+ years of hospitality experience with an emphasis on organizing private events and parties. You may have worked in luxury hotel / residential services, high-end concierge roles, executive assistant positions, or event planning.
• Ideally you’ve previously worked for high-end brands such as: Four Seasons, Waldorf Astoria, The Ritz-Carlton, Pendry, Conrad, St. Regis, Salamander, or similar.
• You are tech savvy. In this role you will be managing two email inboxes on a daily basis (Outlook and GSuite). You’ll also be operating property apps, survey platforms, marketing template platforms, invoicing systems, and more.
• You embrace current trends and have a pulse on the local luxury community and hospitality market. Ideally you have dined out at more than 5 DC locally known, highly rated restaurants. Examples are: Causa, The Inn at Little Washington, Jônt, Fiola, Elcielo, Mita, etc. You also know top rated art venues in the DC area. Examples include: The National Gallery of Art, Smithsonian American Art Museum, Renwick Gallery, ARTECH House DC, etc.
• Knowledge or experience in the DC fitness, health, and wellness community is a plus.

Who You Are - Key Competencies:

• Exceptional Leader. You have managed teams for at least three years and your direct reports would tell usyou were one of the best leaders they’ve worked for. You are skilled at providing timely and specific feedback to those you manage to help them constantly elevate their game.
• A resourceful entrepreneur energized by making your mark. You’ve had previous experience launching something from nothing and turning it into something extraordinary. You are a self starter who actively seeks and applies feedback because you are determined to get better every day.
• Obsessively customer-centric.  You have multiple examples of how you’ve exceeded what customers expected of you. Your previous managers would tell us you have an innate hospitality mindset and are happiest when you are serving others.
• 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 confident P&L and data manager. You can read a P&L and are comfortable telling the story of expenses and revenue, budget vs. actuals and know how to forecast. You also have experience synthesizing data, including financials and engagement metrics, into compelling presentations and sharing them with clients. Note: You don’t need to build a P&L from scratch nor understand things like the nuances of depreciation.
• 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 multi-tasker.
• Creative and innovative mindset. You are authentically curious. You consistently envision new possibilities and generate ideas on your own and execute them. You have an inclination to 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.
• You are inspired by and excited to live all of our core values daily.

Our Core Values:

Lulafit’s culture is based on a shared respect for our lived values HERE. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process.

Our Commitment To You:

Lulafit is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be!