Hybrid Facility Operations Manager bei The Martin Agency

Martin is home to over 400 makers, thinkers, problem-solvers, dreamers and believers. People whose jobs are just as interesting as they are. We’re an agency that values the candid, the curious, and the fiery. People who put their hearts first and win because of it. These are the principles we put our confidence in, and how we give our clients and our people — those here and on their way to us — a way to be seen. Invisibility is our nemesis. For our clients and for our people, we make space for all to be valued, to be celebrated, and to exist beyond the noise.

 

We believe that when you impact culture, you impact sales. It’s that simple. Buzz is our business metric. We’ve created steady buzz for brands like Buffalo Wild Wings, CarMax, DoorDash, GEICO, Old Navy, OREO and UPS, to name a few. And we’ve been doing it a long time. Virginia is for Lovers? It's one of the most recognized taglines in the tourism industry and beyond. We wrote it in 1969.

 

At our agency, ideas move fast—and the environment must move even faster. As Sr. Manager, Facilities & Guest Experience, you’ll blend luxury‑hotel hospitality with operational precision to create a safe, seamless, and inspiring workplace. You’ll set the stage for award‑winning work and lead a team that treats every detail—from the lighting and scent throughout the halls to the conference tech and quality of hvac systems—as part of the brand. This is not a back-office facilities role—it’s about creating an environment where creativity thrives. You’ll be at the intersection of operations, hospitality, and experience, ensuring our agency’s spaces reflect the same bold energy as the work we deliver. You’ll set the tone for how employees, clients, and guests experience our brand the moment they walk through the door.

Location: Onsite, Monday–Friday (with occasional evenings/weekends for events)
Reports to: COO/COCO
FLSA Status: Exempt

What You’ll Do:

Strategic Facilities & Operations Leadership

• Build and execute a facility and building operations roadmap aligned to agency goals, covering security, maintenance, space planning, asset management, and operational efficiency.
• Translate strategy into service standards, SLAs, and playbooks that make the day‑to‑day feel effortless for our teams and clients.

Five‑Star Hospitality & Front‑of‑House Experience

• Own the end‑to‑end guest journey: arrival, greeting, wayfinding, meeting room readiness, amenities, and departure—at a “concierge level” worthy of a luxury hotel.
• Establish white‑glove service rituals (daily lobby and floor walk‑throughs, scent/sound/lighting checks, refresh cycles, and immaculate cleanliness).
• Create hosting protocols for clients and partners, including personalized touches, coordination, and partnerships with our all operations capabilities.
• Train reception and facilities staff in hospitality etiquette, discretion, and recovery protocols to turn hiccups into “surprise‑and‑delight” moments.
• Ensure ADA accessibility, inclusive wayfinding, and a welcoming environment for all.

Attention to Detail (The Brand in the Details)

• Implement rigorous checklists and audit routines (opening, midday, closing) for appearance, functionality, and comfort across all spaces.
• Maintain meeting‑ready standards: room reset, tech testing, supplies replenish procedures, and aesthetics on‑brand (signage, art, plants).
• Track corrections and follow‑ups to closure with documented timelines and quality checks.

Team Leadership & Development

• Lead, coach, and develop a high‑performing team, instilling a service-first mindset and a passion for craft.
• Build clear roles, coverage schedules, and growth paths; celebrate wins and set high expectations.

Vendor & Partner Management

• Select and manage vendors across janitorial, security, HVAC, AV, landscaping, and F&B, keeping to grade-A standards and budget targets.
• Conduct regular business reviews with measurable scorecards and continuous improvement plans.

Security, Safety & Emergency Readiness

• Oversee a people‑first security posture with comprehensive protocols, drills, and access management that balance safety with hospitality.
• Ensure compliance with building codes, OSHA, life safety, and all relevant regulations; maintain accurate documentation.

Building Systems & Technology Optimization

• Drive performance of BMS, CMMS/CAFM, work order systems, visitor management, and conference/AV technology.
• Use data to improve operational building strategy and efficiency.

Asset & Inventory Management

• Own a disciplined FF&E and consumables program: accurate inventory, preventive maintenance schedules, lifecycle planning, and sustainable disposal.

Sustainability & Wellness

• Lead initiatives in energy reduction, waste diversion, responsible sourcing, and indoor environmental quality—linking impact to agency values.

Event & Production Support

• Partner with Operations to run flawless internal and client events—from client meetings and activations to town halls and all agency events—ensuring safety, flow, and premium employee and guest experience.

Budget & Analytics

• Build and manage the facilities and operations budget; forecast needs, control costs, and surface insights that guide smart decisions.

What You’ll Bring:

Service & Leadership

• A hospitality mindset with relentless attention to detail and pride in presentation.
• Experience coaching teams to deliver consistent, elevated service under deadline pressure.
• Poise, discretion, and exceptional communication—able to brief executives and mentor frontline staff.

Technical & Operational Fluency

• Strong grasp of building systems, maintenance best practices, security operations, and event logistics.
• Hands-on experience with BMS, CMMS/CAFM, visitor management, and conference/AV tools.
• Data-driven problem solving with a bias for action and continuous improvement.

Background

• 7+ years in facilities/building operations/maintenance or luxury hotel/corporate hospitality management (agency or creative environment a plus).
• Preferred: CFM/FMP, BOMI (RPA/SMA), LEED GA, OSHA 30, and CPR/AED certifications (or willingness to obtain).

Work conditions

• Full-time onsite, Monday–Friday; occasional evenings/weekends for events and emergencies.
• Periodic lifting/moving of furniture and event setups with proper safety practices.

How we’ll measure success (KPIs)

• Employee and guest experience audit scores.
• Compliance (response & resolution times) and preventive maintenance completion.
• Building system uptime and energy intensity improvements.
• Incident rate and safety compliance.
• Budget variance within target; vendor scorecard performance.
• Event satisfaction scores and post‑event debrief actions.
• Asset inventory accuracy and lifecycle plan adherence.
• Progress on sustainability goals (waste diversion, energy reduction, responsible sourcing).

Join us if you love making spaces hum, believe hospitality is a creative act, and want to power the work that shapes culture. Here, your standards set the tone for everything people see, feel, and experience the moment they walk through our doors.