Amenity Services Manager in Houston, Texas at Memorial City Mall LTD

The Amenity Services Manager will work closely with Property Management, Experience and Community Affairs teams to support the planning, coordination, and delivery of daily amenity services, meeting room operations tenant engagement and community partner engagement across the MetroNational campus. Acting as a key facilitator of the tenant experience, this role emphasizes service, organization, and collaboration to ensure seamless execution and tenant satisfaction. As a representative of MetroNational, the ideal candidate will bring enthusiasm, excellent communication skills, and a proactive approach to supporting an outstanding workplace environment.

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KEY RESPONSIBILITIES:

• Supervise the Amenity Services Team, including:
  • Managing staff schedules, ensuring proper coverage (Amenity Services Coordinators, AV Technicians).
  • Conducting onboarding, training and ongoing coaching.
  • Acting as the main point of contact between amenity services team and property leadership.
  • Monitoring staff performance and providing feedback, evaluations and corrective actions.
  • Fostering a professional, customer-focused team culture.
  • Documenting and updating standard operating procedures, reservation processes and team goals.
  • Identifying opportunities to improve service delivery, efficiency and user experience.
• Coordinate and support the successful execution of tenant and in-house meetings, amenities programming, and support of tenant event planning and execution, ensuring alignment with approved designs, budgets, and schedules.
• Oversee day-to-day meeting room operations, including:
  • Monitoring and responding promptly to booking inquiries.
  • Managing the reservation system and calendar to ensure efficient room usage.
  • Coordinating room setups, A/V requirements, catering, and other logistics with tenants.
  • Ensuring meeting spaces are clean, functional, and properly staged before and after each use.
  • Serving as the main point of contact for meeting planners and providing on-site support as needed.
  • Documenting meeting activity and compiling usage data for reporting purposes.
  • Conducting follow-up outreach to confirm client satisfaction and gather suggestions for improvement.
  • Coordinating with MetroNational IT when AV vendor troubleshooting or upgrades are needed.
  • Partnering with Experience team on meeting room reservation process and tenant billbacks.
  • Partnering with mobility and security teams to address parking issues.
• Gather, organize, and interpret feedback from tenants and guests regarding amenities and services, and share insights with Property Management to inform ongoing improvements.
• Assist with the planning and delivery of a tenant-focused amenities strategy, including:
  • Coordinating service delivery and ensuring contractual obligations are met by partners such as Work n’ Mother.
  • Assisting with the transition of events and conferencing reservations from multiple systems to one.
  • Requesting promotional materials for amenity spaces to showcase to tenants.
  • Monitoring amenity usage and tenant engagement levels to help adjust offerings based on interest and participation.
  • Monitoring reservation system(s) subscriptions and costs.
  • Managing lobby music.
• Build and maintain strong tenant relationships by providing consistent, high-touch service and demonstrating a genuine interest in creating a positive workplace experience.
• Support vendor and contractor coordination, including:
  • Scheduling service providers for recurring and one-time needs.
  • Ensuring vendors follow building protocols and meet quality standards.
  • Tracking contract requirements and service deliverables.
• Provide weekly updates to on-site teams regarding amenity activities, meeting room schedules, and service adjustments to ensure seamless daily operations.
• Conduct frequent walkthroughs of all tenant-facing areas to identify and address maintenance issues, cleanliness concerns, or supply needs, coordinating with appropriate departments as necessary.
• Ensure compliance with MetroNational policies and procedures related to events, meetings, and legal/contractual obligations.
• Support the Experience and Community Affairs Teams on delivery and facilitation of tenant engagement/community partner events and activations, including:
  • Facilitating use of meeting and event space and informing the appropriate teams of what is needed based on the event details plan.
  • Contacting and coordinating third-party service providers as requested.
  • Ensuring vendors meet contractual and service expectations as requested.
  • Requesting creative assets/materials for Experience-led tenant events and activations as requested.
  • Partnering with property teams to execute the event details plan.
• Manage and oversee the update, maintenance, and optimization of tenant Experience software platforms to ensure operational efficiency, accurate reporting, and effective team utilization across all managed properties.

EDUCATION AND REQUIRED EXPERIENCE:

· Bachelor’s degree (BA/BAS) from four-year college or university.

· 2+ years’ related experience and/or training

SKILLS, QUALIFICATIONS, AND OTHER REQUIREMENTS:

· Excellent interpersonal, oral, and written communication skills

· Must be able to solidify positive working relationships at all levels of the organization.

· A natural connector/networker; someone who is passionate about meeting and talking to tenants, guests and local organizations to help build connections and future business growth.

· Creative and forward-thinking mindset

· Strong organizational and time management skills

· Ability to author reports and business correspondence

· Ability to effectively present information and respond to questions from tenants, guests and management.

· Must be able to understand and communicate effectively to tenants, guests, local organizations, vendors, and employees.

· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

· Ability to interpret a variety of instructions furnished in written, oral, or schedule form.

CORE COMPETENCIES: ALL Employees

· Team Oriented: The ability to work effectively with others and to add value within the dynamics of the Company’s group endeavour. Tangible behaviours include trust, healthy conflict, active commitment, peer-to-peer accountability and a focus on the results. Establish healthy and respectful working relationships with all shareholders and customers sharing knowledge and support, contributing to team goals, and collaborating to solve problems.

· Legacy Mindset: Thinks long-term, protects organizational heritage, and contributes to a lasting impact.

· Transparency: Demonstrates openness in communication and decision-making; fosters trust across the organization.

· Communication Skills: Effective communication skills include professionalism, active listening, availability and collaboration.

· Problem Solving: Ability to accurately analyse situations and reach productive decisions based on informed judgment that relies on knowledge, experience, facts and data.

· Initiative: Ability to proactively identify and address customer needs, anticipate potential issues, and take action to resolve problems within the framework of the Company’s processes and procedures; demonstrates a willingness to go above and beyond standard duties to ensure positive experience.

· Accountability: Accepts responsibility for own actions and decisions and demonstrates commitment to accomplish work in an ethical, efficient and cost-effective manner.

CORE VALUE BASED COMPETENCIES:

Integrity

· Acts with honesty and ethical judgment, even under pressure

· Accepts responsibility for actions and communicates transparently

· Upholds professional and organizational standards in all interactions

Trust

· Builds strong, respectful relationships across all levels

· Demonstrates consistency, reliability, and follow-through

· Maintains confidentiality and handles sensitive information with care

Impact

· Takes initiative to drive meaningful, results-oriented work

· Aligns personal goals with organizational priorities

· Influences and inspires others to contribute to shared success

Legacy

· Honors the Company’s history and values in decision-making

· Acts as a steward of culture while planning for the future

· Mentors others and contributes to long-term organizational success

PHYSICAL DEMANDS:

Requires sufficient personal mobility and physical reflexes, to permit the employee to function in a general office environment and accomplish tasks and duties outlined above.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

ABOUT METRONATIONAL

MetroNational is a private, family-owned real estate investment, development, and management company located in Houston whose core interest is the Memorial City mixed-use development. The cornerstones of its business philosophy are teamwork, loyalty, integrity, and professionalism, which have led to winning several awards:

· Houston Chronicle Top Work Places

· Houston Business Journal Healthiest Employers

· Houston Business Journal Best Places To Work

· Cigna Well-Being Award

· American Heart Association Fit-Friendly Worksite

· Mother-Friendly Worksite