Empire State Realty Trust
Property Manager (Empire State Building)
Empire State Realty Trust, New York, New York, us, 10261
Property Manager (Empire State Building)
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, ranked the #1 Top Attraction in New York City for the fourth consecutive year in Tripadvisor's 2025 Travelers' Choice Awards: Best of the Best Things to Do. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of June 30, 2025, 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 743 residential units. More information about Empire State Realty Trust can be found at esrtreit.com. 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 Certified 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. Responsibilities
Financial ownership and accountability: Develop, forecast, and manage operating and capital budgets Direct the strategic elements of the budget, monitor financial performance, report key metrics and develop plans to meet operational budget goals Conduct monthly financial reviews; including comments on variances, reviews accruals, reforecasts as required Identify and implement cost savings and revenue producing initiatives Report to VP, Property Management in timely manner any discrepancies above the projected expenses, monitoring of asset performance, financial results and execution of business plans Ensure an exceptional tenant experience by actively enhancing tenant relations through regular communication and engagement Make recommendations to improve services that add value, such as introducing new amenities, optimizing existing services, and addressing tenant feedback promptly and effectively. Oversee and coordinate lease reviews and special arrangements for tenants, including the TI process and notice provisions Manage annual tenant satisfaction survey results to exceed KPI for excellence Support all building amenities (fitness club, lounge, restaurant) Provide leadership, strategy, and direction for all operational functions of the property Lead the property operations team to ensure operational best practices are upheld and continuously improved and goals are consistently met and exceeded wherever improvement can be made Set and evaluate clear goals and objectives that align with the organization's priorities Lead and participate in committees that help drive the department and company to new heights Collaborates efficiently with various departments, including leasing, project management, marketing/PR, human resources, legal, accounting, and IT, to ensure seamless operations and achieve organizational goals Ensure the training and development of property management staff while managing them to provide the highest quality and most efficient service Ensure that quarterly customer service training is delivered Meet with staff on a regular one-on-one basis Accountable in all we do Maintain operational and performance standards to deliver a Class-A experience in line with industry standards, while directing and interfacing with all service departments, including custodial, security, and maintenance Establishes short- and long-range plans to include renovation and maintenance projects Complete, in conjunction with company's project managers, authorized Capital projects per capital expenditure budget and monitor expenditure and timeliness of capital spend Monitor collections of all property revenue sources Ensure SOPs are in-place for the operational knowns and anticipate the unknowns Assist in the implementation of new technology and make recommendations for new technology where it can benefit the company Review and sign-off of all permit applications to DOB/LPC Collaborate on capital and major R&M projects including scope development, budgeting, and execution Oversee service contracts including scope definition, bidding, and award processes. Lead emergency response efforts, communications; Investigate root cause and prevention plan Manage procurement: review proposals, POs, and track financials. Monitor engineering team KPIs Participate in strategic planning and align engineering initiatives with broader organizational goals What Success Looks Like
Effectively oversee property operations, ensuring that operational standards and goals are consistently met and exceeded Demonstrate strong leadership by developing, forecasting, and managing operating and capital budgets, conducting thorough financial reviews, and ensuring the timely completion of capital projects Proactively identify and mitigate operating risks, including environmental, health, and safety concerns Effective management and development of onsite employees, the implementation of new technologies, and active participation in committees that drive departmental and company growth Embody the company's values, deliver exceptional tenant experiences, and contribute to the overall success and sustainability of the organization Short-Term Goals (06 Months)
Meet with primary decision-makers for all major tenants Meet with Director of Hospitality and Tenant Experience on a regular cadence Review and take ownership of the operating and capital budgets Produce reports on time and with accuracy (i.e. accruals, variance comments, reforecasts); Surface at-risk line items and an action plan to mitigate Meet with the accounting team on a monthly cadence Complete a full SOP review; close gaps for 'knowns' and define escalation for 'unknowns' Review dashboards for work orders, COIs, PM compliance, service contracts Conduct 1:1s with all direct reports Set clear, measurable goals and development plans Validate scopes, budgets, and timelines for current-year capital and major R&M projects Review and redefine engineering KPIs (PM compliance, work orders, staffing and OT baselines) and cadence with the Director of Engineering; Align initiatives to property and portfolio objectives. Assess current tech and implement quick-win enhancements to improve processes and reporting Long-Term Goals (6-24 Months)
Meet or exceed ESRT's 'Excellence' benchmark in the annual tenant satisfaction survey; Seek to reduce average work-order resolution time and increase first-call resolution through training and SOP refinements Optimize amenities and services that add value (e.g., upgraded programming, refined service levels), with a documented ROI or retention/expansion impact Deliver operating results at or better than budget through disciplined management, cost-saving initiatives, and revenue-enhancing programs Achieve multi-year savings via strategic rebids and scope optimization while maintaining or improving service quality Ensure approved capital and major R&M projects are delivered on schedule and within budget. Introduce at least one technology or process innovation that measurably enhances efficiency, safety, or tenant satisfaction (e.g. analytics-driven PM, automate workflows) Develop a high-performing, accountable team with clear succession coverage for critical roles Achieve measurable improvements in engagement and performance Work closely with Leasing, Project Management, Marketing/PR, HR, Legal, Accounting, and IT to accelerate deal execution, streamline buildouts/TIs, and execute projects and enhance communications and brand
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, ranked the #1 Top Attraction in New York City for the fourth consecutive year in Tripadvisor's 2025 Travelers' Choice Awards: Best of the Best Things to Do. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of June 30, 2025, 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 743 residential units. More information about Empire State Realty Trust can be found at esrtreit.com. 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 Certified 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. Responsibilities
Financial ownership and accountability: Develop, forecast, and manage operating and capital budgets Direct the strategic elements of the budget, monitor financial performance, report key metrics and develop plans to meet operational budget goals Conduct monthly financial reviews; including comments on variances, reviews accruals, reforecasts as required Identify and implement cost savings and revenue producing initiatives Report to VP, Property Management in timely manner any discrepancies above the projected expenses, monitoring of asset performance, financial results and execution of business plans Ensure an exceptional tenant experience by actively enhancing tenant relations through regular communication and engagement Make recommendations to improve services that add value, such as introducing new amenities, optimizing existing services, and addressing tenant feedback promptly and effectively. Oversee and coordinate lease reviews and special arrangements for tenants, including the TI process and notice provisions Manage annual tenant satisfaction survey results to exceed KPI for excellence Support all building amenities (fitness club, lounge, restaurant) Provide leadership, strategy, and direction for all operational functions of the property Lead the property operations team to ensure operational best practices are upheld and continuously improved and goals are consistently met and exceeded wherever improvement can be made Set and evaluate clear goals and objectives that align with the organization's priorities Lead and participate in committees that help drive the department and company to new heights Collaborates efficiently with various departments, including leasing, project management, marketing/PR, human resources, legal, accounting, and IT, to ensure seamless operations and achieve organizational goals Ensure the training and development of property management staff while managing them to provide the highest quality and most efficient service Ensure that quarterly customer service training is delivered Meet with staff on a regular one-on-one basis Accountable in all we do Maintain operational and performance standards to deliver a Class-A experience in line with industry standards, while directing and interfacing with all service departments, including custodial, security, and maintenance Establishes short- and long-range plans to include renovation and maintenance projects Complete, in conjunction with company's project managers, authorized Capital projects per capital expenditure budget and monitor expenditure and timeliness of capital spend Monitor collections of all property revenue sources Ensure SOPs are in-place for the operational knowns and anticipate the unknowns Assist in the implementation of new technology and make recommendations for new technology where it can benefit the company Review and sign-off of all permit applications to DOB/LPC Collaborate on capital and major R&M projects including scope development, budgeting, and execution Oversee service contracts including scope definition, bidding, and award processes. Lead emergency response efforts, communications; Investigate root cause and prevention plan Manage procurement: review proposals, POs, and track financials. Monitor engineering team KPIs Participate in strategic planning and align engineering initiatives with broader organizational goals What Success Looks Like
Effectively oversee property operations, ensuring that operational standards and goals are consistently met and exceeded Demonstrate strong leadership by developing, forecasting, and managing operating and capital budgets, conducting thorough financial reviews, and ensuring the timely completion of capital projects Proactively identify and mitigate operating risks, including environmental, health, and safety concerns Effective management and development of onsite employees, the implementation of new technologies, and active participation in committees that drive departmental and company growth Embody the company's values, deliver exceptional tenant experiences, and contribute to the overall success and sustainability of the organization Short-Term Goals (06 Months)
Meet with primary decision-makers for all major tenants Meet with Director of Hospitality and Tenant Experience on a regular cadence Review and take ownership of the operating and capital budgets Produce reports on time and with accuracy (i.e. accruals, variance comments, reforecasts); Surface at-risk line items and an action plan to mitigate Meet with the accounting team on a monthly cadence Complete a full SOP review; close gaps for 'knowns' and define escalation for 'unknowns' Review dashboards for work orders, COIs, PM compliance, service contracts Conduct 1:1s with all direct reports Set clear, measurable goals and development plans Validate scopes, budgets, and timelines for current-year capital and major R&M projects Review and redefine engineering KPIs (PM compliance, work orders, staffing and OT baselines) and cadence with the Director of Engineering; Align initiatives to property and portfolio objectives. Assess current tech and implement quick-win enhancements to improve processes and reporting Long-Term Goals (6-24 Months)
Meet or exceed ESRT's 'Excellence' benchmark in the annual tenant satisfaction survey; Seek to reduce average work-order resolution time and increase first-call resolution through training and SOP refinements Optimize amenities and services that add value (e.g., upgraded programming, refined service levels), with a documented ROI or retention/expansion impact Deliver operating results at or better than budget through disciplined management, cost-saving initiatives, and revenue-enhancing programs Achieve multi-year savings via strategic rebids and scope optimization while maintaining or improving service quality Ensure approved capital and major R&M projects are delivered on schedule and within budget. Introduce at least one technology or process innovation that measurably enhances efficiency, safety, or tenant satisfaction (e.g. analytics-driven PM, automate workflows) Develop a high-performing, accountable team with clear succession coverage for critical roles Achieve measurable improvements in engagement and performance Work closely with Leasing, Project Management, Marketing/PR, HR, Legal, Accounting, and IT to accelerate deal execution, streamline buildouts/TIs, and execute projects and enhance communications and brand