Tenant Experience Manager

Your mission is to be the ultimate Head of Hospitality for the bookable amenities in this elevated office building. You’re the first lulafit employee to ever work at this location so you’re able to put your own stamp on it! You’ll be taking over the Tenant Experience Manager responsibilities from the on-site property management team. Your job is to engage both tenants and non-tenants to activate the stunning meeting and event spaces across this gorgeous campus. You’ll create a lasting impression and repeat customers through incredible experiences and programs, develop collaborative partnerships, enhance the tenant experience, and drive revenue, all while hopefully fulfilling your dream job.

As a result of your time in this role, you sparked connection, enabled wellbeing, and unlocked productivity for hundreds of human beings who work in and around Hub 1415. You created such deep and meaningful relationships with the building’s management team, their tenants, external partners, and the public who rented their spaces that they never wanted lulafit nor you to stop making the space feel special. Lastly, you led lulafit and Hub 1415 to become a lasting fixture in the Naperville community.

What You’re Responsible For:

• Amenity and Operational Management: Oversee the operational strategy and management of all of the amenity spaces. This includes one of the largest event spaces in the Naperville area which holds hundreds of guests and two small conference rooms (AV and IT newly updated). Don’t worry you will have porters to help you set up and disassemble the spaces. You’ll drive revenue generation and manage financial reporting for each space.
• Curated Event Design and Execution: Conceptualize, plan, and deliver a range of tailored events for the tenants utilizing the ample event space that opens to the outdoors (think food trucks!), including outdoor sand volleyball courts and walking paths! Provide personalized solutions and white-glove hospitality experiences that result in a high satisfaction score both from the tenants as well as the property management team.
• Productive and Inspiring Meetings: Provide the type of anticipatory service found in 5-star hotels for each and every meeting that is booked in the conference rooms. You will own all meeting requests, booking confirmations, communication (with both the meeting host and building operations teams), and every small detail to ensure every meeting that is booked in your spaces feels like a hosted event.
• Tenant and Client Relationships: Cultivate meaningful relationships with building tenants and our clients (building management and ownership). Collect data regarding tenant preferences to influence on-site programming. Provide monthly reports to clients including engagement, revenue, and utilization data. Implement client feedback and provide tailored recommendations to reach client goals.
• Marketing and Communication: Implement and oversee marketing strategies and communications, including newsletters, email campaigns, digital marketing, and printed materials to drive internal and external bookings and increase revenue.
• Partnership Development: Establish and manage relationships with local vendors, retail tenants, on-site food and beverage operators, and external partners to enhance event offerings and the tenant experience.
• Team and Operational Support: You will support the building’s Operations Team with projects to increase client engagement and member experience.

Who You Are - Baseline Requirements:

• You have 5+ years of experience in planning and executing meetings + events in a professional environment. You may have been an event coordinator in a hotel or restaurant event space, and you have experience directly managing bookings and driving revenue within meeting spaces.
• You are familiar with the Naperville area and can leverage your already established local connections to help Hub 1415 become a pillar in the community.
• You are proficient with both the Google suite (what lulafit uses) and Microsoft Office (what our clients use). Don’t worry, you don’t need to be great at PowerPoint nor super savvy with Excel.
• Experience creating marketing materials, such as newsletters and digital and printed signage, is nice to have.

Who You Are - Key Competencies:

• Obsessively customer-centric. In previous roles, you have exceeded what customers expected of you, you have an innate hospitality mindset and are happiest when you are serving others.
• A hyper-organized ball juggler. You stay extremely organized and are constantly reprioritizing your own work because it’s what makes you most effective. Everyone refers to you as a stellar multi-tasker.
• A proven revenue generator. You have experience sourcing, vetting, and managing vendor relationships. You have also managed conference rentals, upsold catering with an on-site food & beverage operator, monetized fitness center memberships, and brought in respected personal trainers.
• Creative and innovative mindset. You are an authentically curious person. 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.
• A confident P&L 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 don’t need to build a P&L from scratch nor understand things like the nuances of depreciation.
• A strategic thinker who elevates company performance. 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.

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!