Hospitality Specialist

Playbook•Houston, TX

2d•Onsite

About The Position

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 is to launch and lead a luxury hospitality program in a premier Class A office building in downtown Houston, TX. You will elevate the workplace experience by creating meaningful engagement initiatives and community events that bring the property’s spaces to life. You’ll deliver warm, concierge-level service while building genuine relationships with tenant companies and their employees. Ultimately, your work will increase amenity utilization and deepen engagement with the Onsite program, inspiring more employees to return to the office and feel genuinely welcomed. As a result of your time in this role, you enabled an environment that fostered connection, productivity, and longevity for the hundreds of employees who worked in the building. Your efforts contributed to a broader movement redefining how people experience the workplace. You played a key part in ensuring office environments didn’t just function, they inspired.

Requirements

You have at least 2 years of experience in high-end hospitality, including hotels, co-working spaces (e.g., WeWork, Industrious, Conveen), or event planning.
You are extremely tech-savvy, with proficiency in managing multiple email platforms (Outlook and GSuite) and familiarity with property apps, survey platforms, marketing tools, and invoicing systems.
You have a strong knowledge of Houston’s luxury and hospitality scene, including current trends, top restaurants, and premier arts and entertainment venues.
Entrepreneurial Spirit: You have experience launching initiatives from the ground up and turning them into extraordinary results. You are a self-starter who actively seeks and applies feedback to continually improve.
Results-Driven: You see the big picture, understand how decisions connect across the organization, and use that insight to drive revenue and exceed goals.
Obsessively Customer-Centric: You consistently exceed customer expectations and bring an innate hospitality mindset, thriving when serving others. You anticipate customer needs before they arise and provide proactive, anticipatory service.
Highly Organized Multi-Tasker: You manage multiple priorities with ease, pivot seamlessly when needed, and stay on top of evolving daily demands.
Creative & Innovative: You generate original ideas, explore new possibilities, and find unique ways to tackle challenges and improve processes.
Values-Driven: You are inspired by and excited to live all of our core values every day.

Nice To Haves

Preferred experience with luxury or well-known employers such as Four Seasons, The Post Oak, Houstonian Hotel, St. Regis, or leading Houston-based event planning companies.
You have ideally dined at more than 5 of Houston's locally known, highly rated restaurants (such as Le Jardinier Houston, Tatemó, CorkScrew BBQ, March, Street to Kitchen) and know top-rated art venues in the Houston area (such as MFAH, Theatre District, House of Blues).

Responsibilities

Tenant Relationship Management & Hospitality: You will serve as the building’s warm, welcoming presence, building rapport with tenants through daily interactions and delivering exceptional, white-glove service. You will anticipate needs and provide personalized support to ensure every tenant and visitor feels valued. Gather feedback, track tenant preferences through detailed profiles and user tags, and build detailed stakeholder and decision-maker profiles to enhance service delivery. Your work will drive high tenant satisfaction and reinforce the value of the Onsite platform for the leasing team.
Operations & Facilities Management: You will ensure the building’s common areas (including the lobby, fitness center, and conference rooms) are consistently clean, welcoming, and operating smoothly. You will oversee daily activation of lobby spaces, manage conference room operations, restock supplies, and complete all operational checklists and maintenance requests while partnering closely with janitorial and engineering teams. Your work will support seamless day-to-day operations and increase engagement with the building’s app.
Conference & In-Suite Service Management: You will own and manage all aspects of conference room bookings, ensuring a seamless experience for all bookable spaces. You will provide day-of support, troubleshoot AV/IT issues, manage the user experience through the building app, and track bookings and related financials. You will coordinate catering, décor, and other special touches, while also delivering in-suite services to tenants (including vendor coordination and event support). Your work will drive high satisfaction rates and help achieve forecasted conference room and administrative fee revenue.
Event Support: You will support the Director of Onsite in planning and executing community and private tenant events, helping to maximize attendance and engagement. You will assist with vendor relationships, event coordination, and the creation of both printed and digital marketing materials. Your work will ensure a seamless event experience, maintain high vendor satisfaction, and achieve CSAT scores of 96% or higher.
Technology & Platform Management: You will drive adoption and engagement of the building app powered by Cove while supporting all Onsite program-related technology. You will co-manage the building app and Playbook platform, distribute marketing materials, and promote tenant exclusives and local recommendations through the app. You will also launch and manage the concierge platform, aiming to increase app engagement each quarter and establish a fully operational decision-maker-facing concierge program within six months.
Marketing & Branding: You will work with the Director of Onsite to promote the property and the Onsite brand across multiple channels. You will create and share social media and LinkedIn content, contribute to filmed and recorded materials, and represent the brand in alignment with Onsite guidelines. You will establish local business partnerships and sponsorships, developing a comprehensive concierge platform with local tie-ins, ensuring at least 10 partnerships or sponsorships by the end of year one.