Director of Hospitality

COMPANY SUMMARYEmpire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of modernized, amenitized, and well-located office, retail, and multifamily assets. ESRT's flagship Empire State Building, the "World's 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 Tripadvisor's 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 September 30, 2024, ESRT's portfolio is comprised of approximately 7.8 million rentable square feet of office space, 0.7 million rentable square feet of retail space and 732 residential units. More information about Empire State Realty Trust can be found at and by following ESRT on Facebook, Instagram, TikTok, X, and LinkedIn.The dedicated team at ESRT is a collection of diverse individuals with a shared passion for excellence and a keen eye toward future growth. Headquartered in New York City, we harness the energy of the city in everything we do. We care for one another, work hard, and have a lot of fun doing it! We are Certifiedâ„¢ as a Great Place to Work® by the global authority, Great Place to Work®, on workplace culture, employee experience, and leadership behaviors. We prioritize and invest in the health and wellness of employees to attract, develop, and retain top-tier talent. ESRT values continuous employee development and encourages colleagues to excel in their roles and adapt to emerging business needs. From our crown jewel, The Empire State Building, to incredible buildings modernized for the 21st century, to outstanding customer service, and our decade-long leadership position in sustainability and energy efficient portfolio that is 100% fully powered by renewable wind electricity, we take pride in our work. ESRT seeks an equally passionate colleague to join the team, understand the vision and help achieve that vision.POSITION SUMMARYThe Director of Hospitality ("DH") will lead hospitality-inspired experiences throughout ESRT's portfolio, program the activation of recently built amenities and lead customer service training throughout the organization. The DH will design and manage holistic hospitality services and experiences to better connect with ESRT's office and residential tenants, build community, drive tenant engagement and enhance the ESRT brand. RESPONSIBILITIESProgram our amenities that include:A new basketballpickleball court with tenant lounge that can be converted into a 400-person all-hands meeting space, with two golf simulators and full wet bar and catering facilityA new rooftop lounge that accommodates 150 persons, with full-service bar and catering •Refresh 57 at 250, a wellness facility with men'swomen's cabanas with private showers, lockers and changing areaTenant only lounge and Town Hall room for up to 200 persons 15,000 sq ft tenant only fitness facility; conferencing; and othersHire, train and manage amenity hostsDevelop programs to drive tenant utilization and for company hosted events with catered food and beverageWork with Marketing to develop content for ESRT+ Host sports leagues for companies and individuals to participate in basketball, pickleball, golf, etc.Establish pricing, prepare proposals, complete event agreements and coordinate billings with AccountingLiaise with tenants on food, furniture arrangement, and AVITCoordinate with Property Management on liquor license and compliance with health and safety regulations.Coordinate caterers, contractors, equipment rental and cleaningsecurity staffCustomer service training:Partner with other departments to identify and hire individuals who genuinely care for our customers and are passionate about providing exceptional and consistent hospitality experienceDevelop training programs for front of house staffs to create emotional connection through hospitality experiences that exceed customer expectations and are consistent across the portfolioDevelop playbooks and scripts for employees who engage with customers that include telephone and email etiquetteTenant events for office and multi-family properties:Develop a comprehensive program to engage tenants and build communityCoordinate with Marketing on pop-up events such as ice cream social, yoga, wine tasting, rooftop movie nights, etc. Partner with ESRT retail tenants to create events that promote their store businessIdentify and manage appropriate vendors and service providers. In addition to amenity spaces, utilize rooftops, vacant spaces and lobbies.Additional responsibilities:Develop KPI's based on customer feedback and to measure results and effectiveness of training, utilization of amenities and tenant eventsDevelop and implement financial budgets and P&L reportingStay informed of market to identify new hospitality opportunitiesCollect and analyze engagement data; provide post-event evaluation to improve future eventsexperiencesConduct post event surveys to tenants and provide reporting of resultsWHAT SUCCESS LOOKS LIKEBe a vital team member who works closely with other departmentsActivate our amenities, create popular tenant experiences, and lead impactful customer training that invigorates and inspires a hospitality focus throughout the companyDirectly help ESRT achieve its goal to lease space Deliver on mutually agreed-upon goals and key performance indicators related to tenant engagement, programming, service excellence, and event attendanceREQUIRED SKILLS ABILITIESStrong communication, active listening and problem solving skillsAbility to collaborate, inspire and lead people to achieve common goalsAbility to handle, organize, coordinate and effectively manage multiple tasksProficiency with Microsoft Office Suite; experience or aptitude to learn and utilize accounting software (Yardi), Tenant App (ESRT+), Service Request (Building Engines), and othersEDUCATION & EXPERIENCECollege Degree10+ years in hospitality industry experience with a senior management roleAbility to train large teams with proven resultsBasic knowledge of property, maintenance, and construction experiencePHYSICAL REQUIREMENTSProlonged periods of sitting at a desk and working on a computerMust be able to lift up to 15 pounds at timesWHAT YOU CAN EXPECTAt ESRT, like our tenants, our employees come from everywhere. We foster a richly diverse work environment that captures top talent and cultivates the best ideas. By focusing on inclusion and celebrating our differences, we create even greater value - in business practices, relationships, and employee engagement. As an Equal Opportunity Employer, we are committed to maintaining a diverse, inclusive and equitable work environment where our employees can thrive. In addition, ESRT employees embody our Company Culture & Success Factors:Adaptable - you are a self-starter who's able to quickly digest and execute new processes to work both collaboratively and independentlyDynamic - you are solutions-oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRTDependable - you take a strong sense of ownership and accountability over your workPassionate - you keep up with industry trends and are excited about the potential to propel the industry forward with a "roll-up-your-sleeves" attitudeCurious - you consistently look for new ways to work smarter, not just harderEthical - you treat others with respect, and embrace and contribute to a culture of diversity and inclusionPositive - you possess a service-oriented attitude with excellent follow through BENEFITSCompetitive base salary and bonusHealthDentalVision insuranceCompany sponsored Life, AD&D, STD (with Salary Continuation), and LTD InsuranceVoluntary Enhanced LTD ProgramVoluntary Hospital, Accident, and Cancer Programs401(k) with 100% match up to 5%Paid parental leavePre-tax transit accountsEmployee Assistance Program for emotional, financial, and legal supportWELL-BEINGGenerous paid time offFlex remote work timeFlex Summer FridaysEmployee engagement programsVolunteer time offContinuing educationComplimentary Empire State Building Observatory accessComplimentary gym membership and other wellness benefitsEmployee Discount Programs$160,000 - $190,000 a yearSalary is based on several factors including but not limited to education, work experience, job location, size of property where applicable, andor certifications. In addition to your base salary, ESRT provides discretionary annual bonuses. ESRT is 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.

Created: 2025-02-15