The traditional 9-to-5 routine is no more. Almost all aspects of work have evolved in the last few years, from easier employee commutes to hybrid workplace communities cultivated at office buildings. With many employees able to work from home, the employers who want to continue with “business as usual” have been losing talent at alarming rates.
However, employers are not solely responsible for supporting the modern workforce. More and more commercial real estate (CRE) owners and operators are being tasked with creating meaningful work environments that support the needs of modern tenants. In order to create the most engaging experience for tenants, many property management teams are adding dedicated Office Tenant Experience Managers to their properties.
What is an Office Tenant Experience Manager?
Daisy Guack, Senior Vice President of Hospitality at Work, defines the tenant experience manager role as: “An employee on the property management team whose distinct role is to interact with tenants, and provide services and programming. We sometimes call the role ‘the face of the building.’ It’s somebody who typically sits in the lobby area out front, so there’s a high level of interaction with the tenants and the guests.”
Daisy discussed the key changes for landlords that are redefining the workplace experience. In her eyes, tenant expectations have increased – there is now a push for office spaces to provide personalized amenities and services that employers would typically provide.
“Tenants are looking for the owner or the building manager to provide more of the experience and the sense of community for their employees,” Daisy noted, “rather than doing it themselves.”
Nora Hughes, Lead Product Researcher at HqO, shared an example of what this might look like: “One of our customers has an experience manager, and she set up massage chairs that tenants could book, and they sold out so fast that she added additional slots.” With this kind of initiative, employees benefit, the employer benefits, and people are coming to the building, which adds value for landlords.
Writing A Tenant Experience Manager Job Description
To help you find a Tenant Experience Manager for your property, we put together a sample job description for this role. Here’s what a Tenant Experience Manager job posting might look like:
We are looking for a talented Tenant Experience Manager to join our property management team. You will primarily focus on our workplace experience and tenant engagement initiatives. This includes building and nurturing meaningful relationships with tenants, as well as creating an inclusive experience for tenants. You should have excellent communication skills and be able to express workplace values concisely. You should be a fast learner who is not afraid to take risks and iterate on strategies that help us attract and retain tenants.
Responsibilities:
- Create a strategy and budget for workplace experiences such as events, vendor services, and communications, and then execute on those initiatives
- Track the success of each initiative for each tenant
- Utilize our tenant experience app to drive engagement and communicate directly with tenants
- Set specific engagement objectives and report on ROI
- Collaborate with property management, asset management, and building management teams
- Collect and leverage tenant feedback to continuously improve their workplace experiences
- Stay up-to-date with current tenant experience software and workplace trends
Good-to-Have Skills:
- Proven work experience in a hospitality-focused industry as a property manager or events manager
- Hands-on experience in events management and vendor management
- Familiarity with managing budgets
- Accustomed to working in a fast-paced environment
- Excellent communication skills
- Familiarity with commercial real estate or real estate industry
- Data-driven mindset
- Analytical and multitasking skills
- BS degree in Hospitality Management or relevant field
Want to learn more about improving your office experience? Speak to one of our workplace experience experts today.
