Hospitality Specialist

Playbook•Washington, DC

2d•$65,000•Onsite

About The Position

Your Mission: Your mission is to support the operations and placemaking efforts of a luxury hospitality program in a Class A office building in downtown Washington, DC by: 1) enhancing the tenant workplace experience through engagement initiatives and community events that activate various spaces at the property; 2) providing concierge-level service to and building positive relationships with all tenant companies and employees in the building; and 3) increasing the utilization of the building’s amenities and engagement with the Onsite program which in turn causes more employees to want to return to the office. 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 new workplace experience program that delivers what office tenants need to make every day productive: - Spaces designed for work, however, and wherever employees want - Services curated for members, with programming designed to inspire collaboration - People dedicated to building community and activating experiences - Technology that enables it all to happen Onsite You Know You’re Successful if: As a result of your time in this role, you helped foster connection, productivity, and well-being for the hundreds of employees in your building. You made a meaningful impact on tenants’ daily experiences and contributed to an exciting movement redefining how people engage with the workplace — ensuring office environments don’t simply exist, but truly inspire.

Requirements

2+ years of experience in high-end hospitality, workplace experience, luxury office environments, coworking spaces, or event-focused roles required (e.g. WeWork, Industrious, or Convene).
Strong technical proficiency with the ability to manage multiple platforms simultaneously.
Comfort working within property management apps, tenant engagement platforms, survey tools, marketing template systems, booking software, and invoicing or operational systems.
Ability to quickly learn new technologies and use them to enhance operational efficiency and tenant experience.

Nice To Haves

Experience within luxury hospitality brands, premium service environments, or client-facing workplace hospitality programs strongly preferred (e.g. Four Seasons, Waldorf Astoria, The Ritz-Carlton, Pendry, Conrad, St. Regis, Salamander, etc.)
Experience managing dual email systems (MS Outlook and Google Workspace) preferred.

Responsibilities

Tenant Relationship Management & Hospitality: You serve as the welcoming face of the building, building rapport with tenants through daily interactions across amenities, events, and shared spaces. You deliver anticipatory, white-glove hospitality while capturing feedback and tracking tenant preferences within CRM profiles. With the Director as the primary leasing contact, you support leasing tours by providing a VIP visitor experience and thoughtful hospitality touches for prospective tenants. You consistently uphold leasing tour standards and maintain a 90%+ tenant satisfaction rate through exceptional service and attention to detail.
Operations & Facilities Management: You maintain the daily readiness, cleanliness, and activation of all amenity spaces including the lobby, fitness center, rooftop, conference rooms, and hospitality stations. You manage the complimentary coffee and infused water program, complete operational checklists, and partner closely with janitorial and engineering teams to address facility needs. You ensure a 100% pass rate on weekly walk-through evaluations, 100% completion of operational checklists and maintenance requests with minimal operational issues, and support building app adoption with a target 70% user penetration relative to occupancy.
Conference & Amenity Space Management: You own the end-to-end conference room booking experience, including scheduling, coordination, AV troubleshooting support, and optional catering arrangements. You track bookings within internal Playbook systems and financial trackers while delivering seamless meeting experiences that maintain a 90%+ satisfaction rate and conference revenue performance within 15% of monthly forecasts.
Event Programming & Support: You support the Director of Onsite in planning, promoting, and executing community programming and private tenant events. You create both printed and digital marketing materials for monthly community events, assist with vendor coordination, and support onsite logistics to drive engagement and attendance. Your support helps achieve at least 90% of forecasted event attendance while fostering strong vendor relationships that encourage repeat partnerships.
Technology & Platform Engagement: You co-manage the building app (Cove) and Playbook OS technology, driving adoption through marketing, promotions, tenant communications, and concierge programming. You support the launch and ongoing management of concierge services while contributing to quarterly engagement growth and establishing a fully developed VIP and executive-facing concierge program within six months.
Marketing & Brand Representation: You collaborate with the Director of Onsite to promote the property and Onsite brand through social media, digital content, partnerships, and onsite activations. You create timely marketing materials that align with brand standards, contribute to filmed and digital content initiatives, and cultivate local business partnerships that enhance tenant experience and community engagement. You ensure marketing materials are delivered on time according to defined best practices and consistently adhere to Onsite and 1401 H brand standards.