Experience Manager

Playbook•Dallas, TX

11d•Onsite

About The Position

Playbook delivers hospitality services in commercial real estate and operates the Onsite workplace hospitality program for Tourmaline Capital Partners. Onsite is a workplace experience platform built around People, Services, Spaces, and Technology. The Experience Manager will lead and launch this program at Tollway Plaza, an office campus in Dallas, creating a high-end workplace experience that supports connection, productivity, and wellbeing. The role oversees amenity operations, tenant programming, hospitality services, client and tenant relationships, leasing support, communication and marketing, building-app quality control, and strategic partnerships. The goal is to make Tollway Plaza a sought-after destination where tenants feel connected, energized, and supported, while increasing amenity utilization and revenue and demonstrating program impact through reporting.

Requirements

At least 4 years of professional experience in hospitality, event planning, or commercial real estate.
Background in luxury hospitality, event management, or independent business ownership.
Experience owning operational standards, service delivery, and team performance in high-touch environments.
Tech-savvy, with experience using booking, scheduling, and collaboration tools such as Google Workspace, Slack, and event platforms.
Adaptability and confidence learning new membership and program management systems.
Executive presence and the ability to engage tenants and speak confidently about services and experiences.
Strong customer-service orientation and examples of exceeding customer expectations.
Strong organization, attention to detail, prioritization, and multitasking skills.
Results-driven approach, with the ability to understand how decisions affect revenue and organizational goals.
Dependable, collaborative teamwork and willingness to contribute to daily operations.
Creative, curious, innovative approach to generating and executing ideas and improving methods.

Nice To Haves

Catering experience.

Responsibilities

Operate and optimize tenant lounge, meeting, fitness, and outdoor spaces; ensure smooth daily operations and support growth in utilization and monthly revenue.
Curate and execute a calendar of tenant events that support productivity, connectivity, longevity, and community impact; manage the annual event budget and monitor attendance and satisfaction.
Launch and deliver Onsite-standard hospitality services, including curated catering menus, private event planning, and coordinated service offerings.
Build relationships with property management, building ownership, and tenants; gather feedback, provide tailored recommendations, and deliver monthly reports demonstrating impact.
Develop relationships with leasing teams and support prospective tenant tours and existing-tenant renewals with hospitality touches.
Implement tenant-facing communications, including newsletters, signage, and digital campaigns, to increase awareness, participation, and revenue.
Oversee quality control and content for the Tollway Plaza building app, including reservations, highlights, and announcements; support the team in keeping content current and engaging.
Ensure digital platforms, including Playbook's proprietary technology platform, improve tenant experiences and streamline access to meetings, fitness, and hospitality services.
Establish and manage relationships with retail tenants and local vendor partners to improve events and tenant experience and support the surrounding community.