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Director of Hospitality

Empire State Realty Trust
Full-time
On-site
New York, New York, United States
IT
COMPANY SUMMARY

Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of well-leased, top of tier, 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 December 31, 2024, ESRT’s portfolio is comprised of approximately 7.8 million rentable square feet of office space, 0.8 million rentable square feet of retail space and 732 residential units. More information about Empire State Realty Trust can be found at esrtreit.com and by following ESRT on Facebook, Instagram, TikTok, X, and LinkedIn.


POSITION SUMMARY

The 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. 

RESPONSIBILITIES

    • Program our amenities that include:
    • A new basketball/pickleball 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 facility
    • A new rooftop lounge that accommodates 150 persons, with full-service bar and catering ▪ Refresh 57 at 250, a wellness facility with men’s/women’s cabanas with private showers, lockers and changing area
    • Tenant only lounge and Town Hall room for up to 200 persons
    • 15,000 sq ft tenant only fitness facility; conferencing; and others
    • Hire, train and manage amenity hosts
    • Develop programs to drive tenant utilization and for company hosted events with catered food and beverage
    • Work 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 Accounting
    • Liaise with tenants on food, furniture arrangement, and AV/IT
    • Coordinate with Property Management on liquor license and compliance with health and safety regulations.
    • Coordinate caterers, contractors, equipment rental and cleaning/security staff

    • Customer 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 experience
    • Develop training programs for front of house staffs to create emotional connection through hospitality experiences that exceed customer expectations and are consistent across the portfolio
    • Develop playbooks and scripts for employees who engage with customers that include telephone and email etiquette

    • Tenant events for office and multi-family properties:
    • Develop a comprehensive program to engage tenants and build community
    • Coordinate 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 business
    • Identify 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 events
    • Develop and implement financial budgets and P&L reporting
    • Stay informed of market to identify new hospitality opportunities
    • Collect and analyze engagement data; provide post-event evaluation to improve future events/experiences
    • Conduct post event surveys to tenants and provide reporting of results

WHAT SUCCESS LOOKS LIKE

    • Be a vital team member who works closely with other departments
    • Activate our amenities, create popular tenant experiences, and lead impactful customer training that invigorates and inspires a hospitality focus throughout the company
    • Directly 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 attendance

REQUIRED SKILLS / ABILITIES

    • Strong communication, active listening and problem solving skills
    • Ability to collaborate, inspire and lead people to achieve common goals
    • Ability to handle, organize, coordinate and effectively manage multiple tasks
    • Proficiency with Microsoft Office Suite; experience or aptitude to learn and utilize accounting software (Yardi), Tenant App (ESRT+), Service Request (Building Engines), and others

EDUCATION & EXPERIENCE

    • College Degree
    • 10+ years in hospitality industry experience with a senior management role
    • Ability to train large teams with proven results
    • Basic knowledge of property, maintenance, and construction experience

PHYSICAL REQUIREMENTS

    • Prolonged periods of sitting at a desk and working on a computer
    • Must be able to lift up to 15 pounds at times

WHAT YOU CAN EXPECT

    • At ESRT, like our tenants, our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work® Certified employer, we are committed to maintaining our positive work culture where employees are engaged and can grow and develop. 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 independently
    • Dynamic – you are solutions-oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRT
    • Dependable – you take a strong sense of ownership and accountability over your work
    • Passionate – you keep up with industry trends and are excited about the potential to propel the industry forward with a “roll-up-your-sleeves” attitude
    • Curious – you consistently look for new ways to work smarter, not just harder
    • Ethical – you treat others with respect, act with integrity in how you perform your work, and embrace our collaborative culture
    • Positive – you possess a service-oriented attitude with excellent follow through

BENEFITS

    • Competitive base salary and bonus
    • Health/Dental/Vision insurance
    • Company sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
    • Voluntary Enhanced LTD Program
    • Voluntary Hospital, Accident, and Cancer Programs
    • 401(k) with 100% match up to 5%
    • Paid parental leave
    • Pre-tax transit accounts
    • Employee Assistance Program for emotional, financial, and legal support

WELL-BEING

    • Generous paid time off
    • Flex remote work time
    • Flex Summer Fridays
    • Employee engagement programs
    • Volunteer time off
    • Continuing education
    • Complimentary Empire State Building Observatory access
    • Complimentary gym membership and other wellness benefits
    • Employee Discount Programs
$160,000 - $190,000 a year
Salary is based on several factors including but not limited to education, work experience, job location, size of property where applicable, and/or certifications. In addition to your base salary, ESRT provides discretionary annual bonuses.
ESRT is an 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.
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