Senior Director, Tenant Experience

Salary: $100K annually. Plus, with top performance, you will be eligible for up to a $4k annual bonus and to become a shareholder in our company and earn equity.

Benefits:FREE employee-only medical coverage under two of our plans. FREE short-term disability (STD) and FREE life insurance coverage. Plus, a 4% employer match with our 401(k). Other incredible benefits

HERE.

Location:Phoenix, AZ at the gorgeous

Esplanade

Work Hours: Mostly Monday - Friday 9 AM - 5 PM. However, you will need to adjust your schedule and be there some early mornings and evenings for events.

Reports to:Our Customer Success Director

Your Mission:

Your mission is to revolutionize the workplace by leading the high-end hospitality program that transforms the tenant experience at the

Esplanade - a stunning office campus in Phoenix. Your job is to create thriving hubs of connection, productivity, and well-being for those who work at the Esplanade by expertly leading your team of four.

You Are Our Slam Dunk Candidate If:

1) You have luxury hospitality experience but also have experience working in scrappy environments.

2) You have exceptional systems and processes for managing a team (your team is 4 people)

3) You have F&B experience.

4) You have managed P&Ls.

The Legacy You’ll Leave:

As a result of your time in this role, you and your exceptional team transformed the Esplanade campus into a vibrant, sought-after destination where tenants felt genuinely connected, energized, and well-supported. Through thoughtfully curated experiences, strong partnerships, and unparalleled hospitality, you elevated the building and Onsite into Phoenix’s premier location to work, gather, and socialize.

Note: Onsite is the name of the program lulafit is running for Tourmaline Capital Partners (TCP) who owns the building. Your leadership played a pivotal role in reshaping the workplace experience, proving that office spaces can do more than function; they can inspire.

What You’re Responsible For:

Amenity Operations: Manage operations across all Onsite service lines (hospitality, events, meetings, and fitness), ensuring seamless, luxury-level experiences throughout the campus. Conduct regular audits and walkthroughs to ensure all amenity spaces exceed physical readiness standards and uphold a photo-ready presentation. Maintain and evolve SOPs and ensure 100% adherence to documented procedures for all the operations you manage.

Team Management: Lead and support a high-performing team of three direct reports (total team of four) through weekly 1:1s, structured goal tracking, and consistent, real-time coaching. Facilitate regular team meetings to align on priorities, foster collaboration, and provide strategic guidance while removing roadblocks. Conduct monthly strategy check-ins and quarterly performance reviews to ensure each team member is progressing toward goals and contributing to program success. Drive a culture of accountability and growth, with all meetings documented and outcomes tracked for continuous individual and team development.

Budget and Financial Management: Manage the program budget by tracking expenses, processing invoices, and analyzing monthly P&Ls to ensure accuracy and strategic alignment. Report on KPIs and budget variances with clear, actionable insights tied to recent initiatives to both the building owner and lulafit leadership. Monitor key metrics, such as occupancy, foot traffic, leasing, and space utilization, to assess program health. Ensure all data is reported by month-end and operating expenses stay within 10% of the budget.

F&B Partnership: Own and manage the strategic partnership with Episcope Hospitality (Restaurateur that operates the Hearsay restaurant, Perks cafe, and all bookable space and in-suite catering at the Esplanade) to ensure seamless collaboration, elevated service, and alignment with Onsite programming goals. Promote all F&B offerings to tenants while partnering with lulafit and Episcope teams to optimize booking, service delivery, and event execution. Provide regular feedback and reporting that drives continuous improvement, enhances the guest experience, and strengthens cross-functional teamwork.

Community Programming: Lead the strategy and execution of community and external event programming to drive tenant engagement and reflect Onsite’s brand and pillars. Manage a 12-month event calendar, collaborate with your lulafit team and partners, such as Episcope, and ensure each event delivers a high-quality experience. Gather and analyze post-event feedback to refine future programming, maintain a 95% or higher satisfaction rate, and consistently introduce new vendor partnerships.

Building Relationships: Manage tenant engagement and onboarding by leading welcome experiences, assessing new tenant needs, and delivering personalized service touches that create a lasting first impression. Collaborate with your Hospitality Specialist and Meeting & Events Director to execute leasing tours, Onsite introductions, and tailored move-in activations. Maintain strong relationships with your CBRE property management team, coordinating seamlessly with engineering, janitorial, and security teams to ensure a smooth, elevated experience for every tenant.

Technology and Product: Oversee quality control of the Esplanade building app to ensure tenants have seamless access to services, events, and programming. Monitor and maintain app content—such as reservations, highlights, and announcements—while supporting team members in keeping information fresh and engaging. Ensure all platforms, including our proprietary Lulafit tech platform, enhance the tenant experience and streamline tenant access to meetings, fitness, and hospitality services.

Who You Are - Baseline Requirements:

You have 5+ years of professional hospitality experience, ideally with a focus on the food and beverage industry. You may have worked in: luxury hotel / residential services, as a high-end concierge, as an executive assistant, or in event planning. But you are also able to operate in scrappy, more start up like environments given the facility and ammenities you're responsible for at the Esplanade are all new.

Ideally, you’ve previously worked in high-end hotels such as: Four Seasons Resort, Arizona Biltmore, Global Ambassador, Waldorf Astoria, The Phonecian, Fox Restaurant Concepts, The Sanctuary, and other luxury hotels or hospitality establishments.

You have at least 3 years of people management experience. You excel at conducting strong, weekly 1:1s, coaching your team members to elevate their game, and giving constructive feedback, as needed.

You are tech-savvy. In this role, you will manage two email inboxes (TCP uses Outlook and lulafit uses G Suite). You’ll also need to be able to confidently navigate: property apps, survey platforms, marketing template platforms, invoicing systems, etc.

You stay current with current Phoenix/Scottsdale trends and have a pulse on the local luxury community and hospitality market. You have ideally dined out at more than 5 locally known, highly rated restaurants (examples - Wren & Wolf, Maple & Ash, The Henry, The Mission, Chelsea’s Kitchen)

It’s a bonus if you have an interest or experience in fitness, health, and wellness - given you’re overseeing a fitness center and a manager who runs it.

Who You Are - Key Competencies:

Exceptional Leader. You have managed teams for at least three years, and your direct reports would tell usyou were one of the best leaders they’ve worked for. You are skilled at providing timely and specific feedback to those you manage, helping them continually elevate their performance.

Obsessively customer-centric. You have multiple examples of how you’ve exceeded what customers expected of you. Your previous managers would tell us that you have an innate hospitality mindset and are happiest when serving others.

A resourceful entrepreneur energized by making your mark. You’ve had previous experience launching something from nothing and turning it into something extraordinary. You are a self-starter who actively seeks and applies feedback because you want to get better every day.

A highly organized and detail-oriented professional. You stay extremely organized and are constantly reprioritizing your own work because it’s what makes you most effective. Your previous managers would refer to you as a stellar multitasker.

Results-driven. 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.

A confident P&L and data 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 also have experience synthesizing data, including financials and engagement metrics, into compelling presentations. Note: You don’t need to build a P&L from scratch nor understand things like the nuances of depreciation.

A reliable team player. Your past managers would refer to you as dependable and collaborative. You thrive working as part of a small team (in this case, you’ll have one other colleague on site starting in April) and understand how your daily tasks contribute to the success of the entire operation. You come to work each day ready to “pick up an oar” and do what’s needed for your team to be successful.

Creative and innovative mindset. You are authentically curious. You consistently envision new possibilities, generate ideas on your own, and execute them. You tackle challenges with original approaches, seeking unique ways to address issues and improve existing methods. You collaborate closely with others, knowing the sum is greater than its parts.

Additional Information

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!

A Quick Note About Salaries:

We list salaries based on a few key factors. These include location-specific budgets, market trends, team size, and the scope of the building. Since we’re a national company working with office properties of all shapes and sizes, the listed salary is tailored specifically to this role and may differ from similar-titled roles on our Careers Page. Curious or want to chat more about it? We promise to be open and transparent about these details throughout our interview process.

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