Job Description
The General Manager, Property & Hospitality is responsible for the overall performance of the office building asset, coworking center, and event space, while blending property management discipline with hospitality-driven operations and revenue leadership.
This role owns the full scope of the business—including sales, financial performance, tenant experience, team leadership, and building operations—while delivering a best-in-class experience for clients, guests, and partners.
The ideal candidate is a hands-on leader who can balance strategic thinking with operational execution, creating a high-performing environment that drives both exceptional experiences and strong financial outcomes
Key Responsibilities
Hospitality and Client Experience
- Champion a hospitality-first culture, ensuring every interaction reflects a high-touch, service-driven experience.
- Create an environment that fosters community, connection, and client retention across both traditional office and flexible workspace users.
- Maintain a strong, visible presence within the property with an open-door leadership approach.
- Oversee onboarding and offboarding processes to ensure a seamless and elevated client journey.
- Proactively resolve client concerns and continuously improve the overall tenant experience.
Sales, Leasing, and Revenue Growth
- Own and drive revenue performance, including occupancy, service revenue, and overall profitability.
- Develop and execute a business development strategy aligned with asset and company goals.
- Manage the full sales cycle—from lead generation and tours to negotiation and close.
- Build and maintain strong relationships with brokers, referral partners, and local business networks.
- Leverage CRM tools (HubSpot, PandaDoc) to manage pipeline activity and forecasting.
- Lead and coach team members to identify and execute upsell and cross-sell opportunities.
Financial Performance and Asset Management
- Drive performance against key metrics including BCOI, occupancy, and revenue per office.
- Develop and manage annual operating budgets and capital improvement plans.
- Analyze financial reports (P&L, variance, forecasting) and implement strategies to improve performance.
- Oversee invoicing, collections, and expense management to ensure financial accuracy and minimize risk.
- Partner with accounting and ownership groups on reporting, forecasting, and financial planning.
Building Operations and Vendor Management
- Oversee all aspects of building operations, ensuring a safe, clean, and well-maintained environment.
- Partner with engineering teams and vendors to maintain optimal performance of all building systems.
- Conduct regular property inspections and proactively address operational needs.
- Manage vendor relationships, contracts, and RFP processes to ensure service quality and cost efficiency.
- Maintain strong relationships with building ownership, asset management, and key stakeholders.
Team Leadership and Culture
- Lead, coach, and develop a high-performing, hospitality-driven team.
- Manage the team, including Events Manager, Community Manager(s), and indirectly oversee the facilities management team, including Building Engineers.
- Foster a culture of accountability, collaboration, and service excellence.
- Conduct regular team meetings, 1:1s, and performance reviews.
- Support hiring, onboarding, and ongoing professional development.
- Ensure proper staffing levels and operational coverage at all times.
Operational Excellence and Compliance
- Ensure the property consistently meets brand standards for presentation, cleanliness, and functionality.
- Oversee daily operations, ensuring alignment with company policies and procedures.
- Proactively manage renewals, retention strategies, and growth opportunities.
- Ensure compliance with all local, state, and federal regulations.
- Maintain audit readiness and oversee documentation for operational and financial processes.
- Lead emergency preparedness planning and response protocols.
Core Competencies
- Hospitality-driven leadership with a strong client experience mindset.
- Proven ability to drive sales, occupancy, and revenue growth.
- Strong financial acumen and business decision-making skills.
- Excellent communication, relationship-building, and influencing abilities.
- Ability to lead teams and drive performance in a dynamic environment.
- Highly organized with strong attention to detail and execution.
- Full-time, in-office role.
- Core hours Monday–Friday with flexibility to support business needs, including evenings and weekends.
- Additional hours may be required for events, move-ins/move-outs, or emergencies.
- Ability to lift/move up to 50 pounds as needed.