Experience Director

Playbook•Houston, TX

3d•$90,000•Onsite

About The Position

Playbook x Onsite: Playbook specializes in delivering exceptional hospitality services in Commercial Real Estate to fundamentally change the value proposition of the modern office. We’ve partnered with Tourmaline Capital Partners (TCP) across their national portfolio to represent and operate their workplace hospitality program and brand, Onsite. Onsite is a cutting edge, workplace experience platform that delivers what office tenants need to make every day productive and maximize their workplace outcomes. We deliver this through the four Onsite pillars: People, Services, Spaces, and Technology. Your Mission: Your mission is to launch and manage a luxury hospitality program in a premier Class A office building in downtown Houston, TX. You’ll elevate the tenant workplace experience through engaging initiatives and curated community and private events that activate the property’s spaces. By forming strategic partnerships with building ownership, property management, leasing teams, and brokers, you’ll drive positive workplace experience outcomes and greater utilization of building amenities and the Onsite program. The Legacy You'll Leave: As a result of your time in this role, you transformed your office building into a vibrant hub where tenants feel more connected, productive, and well. By delivering curated experiences, building meaningful stakeholder relationships, and providing exceptional hospitality, you positively impacted leasing outcomes and positioned your building and Onsite as Houston’s most sought-after workplace destination. Your success strengthened Playbook and Onsite’s partnership, ensuring offices don't just exist —they inspire. What You're Responsible For: Onsite Program Launch & Operations Management: Lead the launch and ongoing success of Houston’s first Onsite program by overseeing procurement, marketing, communications, and operational procedures for all services and amenity spaces. Manage daily operations across conference rooms, fitness areas, and the lobby, while designing and executing tenant engagement programs that enhance connection and well-being. Ensure excellence through data-driven improvements, budget and SOP adherence, and achieving 100% quality audit scores within 90 days of launch. Tenant & Stakeholder Relationship Management: Serve as the primary liaison for tenants, ownership, and leasing partners, delivering five-star service and fostering meaningful relationships that drive renewals and satisfaction. Anticipate needs, personalize experiences, and ensure seamless communication by proactively collecting feedback, providing hospitality touches, and collaborating with the leasing team. Maintain 90%+ tenant satisfaction, timely KPI reporting, and strong relationship management to strengthen tenant loyalty and Onsite’s market reputation. Work hand in hand with leasing, property management, janitorial, engineering, and other building parties to ensure a positive tenant experience. Budget & Financial Management: Own and manage all financial operations, including expense tracking, invoicing, and monthly P&L reporting, to ensure fiscal discipline and transparency. Deliver monthly performance recaps linking financial results to strategies and initiatives, providing actionable recommendations to ownership. Maintain all operating expenses and community event programming within budget, including adherence to the $75K annual tenant event allocation. Effective Team Performance: Lead, coach, and develop a high-performing Hospitality Specialist to deliver exceptional service and uphold Onsite’s standards and vision. Provide consistent support through weekly one-on-ones, ongoing coaching, and quarterly performance reviews to ensure accountability and growth. Foster a cohesive, energetic team culture aligned with program goals and the broader Host Team strategy. Curation of Meetings & Events: Design and execute a dynamic 90-day calendar of tenant events that celebrate art, culture, wellness, and community while being rooted in connectivity, productivity, and longevity to curate bespoke private experiences for tenant groups. Source and partner with a mix of local small businesses and luxury vendors to deliver five-star, white-glove events that enhance connection and engagement. Ensure all events meet quality and budget goals, maintaining engagement and revenue within 10% of forecasted targets. Own the success of the tenant conference center and oversee the hospitality specialist's role of managing day-to-day bookings and conference management. Technology & Platform Management: Oversee all Onsite-related aspects of the building app powered by Cove, ensuring it serves as a central hub for events, fitness, bookings, and tenant engagement. Manage content creation, marketing, and promotions within the app, while guiding the Hospitality Specialist in the execution of updates and communications. Continuously monitor performance and user experience, partnering with Cove and product teams to enhance functionality and drive quarterly growth in app usage. Marketing & Branding: Promote the property and the Onsite brand through consistent, high-quality marketing and community presence. Create and share monthly social media and LinkedIn content, contribute to brand media, and build local partnerships and sponsorships that enhance the concierge platform. Ensure all marketing materials are completed by month-end and secure at least 10 local business partnerships for the platform’s launch.

Requirements

You have 5+ years of professional hospitality experience.
You may have worked in a luxury hotel / residential services, or event planning.
Ideally, you’ve previously worked in high-end hotels like Four Seasons, The Post Oak, Houstonian Hotel, St. Regis, or well-renowned event planning companies in Houston.
You are tech-savvy. In this role, you will be managing two email inboxes (the client uses Outlook and Playbook uses GSuite). You’ll also be in charge of operating property apps, survey platforms, marketing template platforms, invoicing systems, etc.
You stay current with Houston trends and have a pulse on the local luxury community and hospitality market.
You have ideally dined out at more than five of Houston's locally known, highly rated restaurants (examples - Le Jardinier Houston, Tatemó, CorkScrew BBQ, March, Street to Kitchen, etc.) and know top-rated art venues in the Houston area (example - MFAH, Theatre District, House of Blues, etc).
Exceptional Leader. You have at least three years of team management experience, and your direct reports would describe you as one of the best leaders they’ve ever had. You excel at giving timely, specific feedback that inspires growth, accountability, and continuous improvement.
Entrepreneurial mindset. You’ve launched initiatives from the ground up and transformed them into extraordinary successes. A self-starter, you actively seek and apply feedback to grow and improve every single day.
Obsessively Customer-Centric. You consistently exceed expectations, demonstrating a natural hospitality mindset. Your previous managers would say you thrive when serving others and creating exceptional experiences.
Results-Driven. You have moved the needle strategically for previous companies by seeing the big picture, understanding how decisions interconnect, and leveraging that insight to drive revenue and surpass goals.
Confident P&L and Data Manager. You can read a P&L with ease, interpret financials and engagement metrics, and translate insights into compelling, actionable presentations. You understand budgets, forecasting, and revenue-impacting decisions without needing to build a P&L from scratch.
Hyper-Organized Multitasker. You excel at juggling priorities and maintaining focus under pressure. Your previous managers would describe you as a stellar multitasker who consistently delivers with precision.
Creative and Innovative. You approach challenges with curiosity and originality, generating and executing ideas that improve processes and outcomes. You collaborate effectively, knowing that the best results come from combining perspectives.
You are inspired by and excited to live all of our core values daily.