Tenant Experience Coordinator

Playbook•San Francisco, CA

1d•$90,000•Onsite

About The Position

Your Mission: Your mission is to execute a luxury hospitality program at an inspiring, Class A office building downtown, specifically on the building's signature amenity floor. You’ll provide concierge-level service to tenants in your building and partner with your Tenant Experience Director on initiatives and community events that activate the brand-new spaces on the amenity floor. The Legacy You’ll Leave: As a result of your leadership, you enabled connection, productivity, and longevity for the community of tenants who utilized the amenities. Through curated experiences, deep, meaningful tenant relationships, and unmatched hospitality, you and your team positioned your building as a central hub for workplace culture and community. As a direct result of your outstanding performance in this role, you solidified Playbook as a leader in redefining how people experience the workplace, ensuring that office environments not only exist but also inspire.

Requirements

You have 2+ years of experience in event coordination, community engagement, and/or hospitality.
You may have worked in a luxury hotel, at a co-working company, or in corporate meeting and event planning.
You are tech-savvy. In this role, you will be managing two email inboxes daily (Outlook and GSuite). You’ll also be operating property apps, survey platforms, marketing template platforms, invoicing systems, and more.
You stay current with trends and have a finger on the pulse of the local luxury community and hospitality market.
Obsessively customer-centric + a servant leader. You have multiple examples of how you’ve exceeded what customers expected of you. Your previous managers would tell us you have an innate hospitality mindset and are happiest when you are serving others. In your previous roles, you can recall several instances where you anticipated a customer’s needs before they even knew they had them and delighted them!
A resourceful entrepreneur energized by making your mark . You’ve had previous experience launching something from nothing and turning it into something extraordinary. You are a self-starter who actively seeks and applies feedback because you are determined to be better every day.
A hyper-organized ball juggler. You stay extremely organized and are constantly reprioritizing your own work based on new priorities that come up daily. You can pivot on a dime seamlessly, and your previous managers would tell us you are a stellar multitasker.
Results-driven. You have strategically moved the needle for past organizations by seeing the big picture, understanding the interconnectedness of decisions and activities, and using that insight to drive revenue and exceed your goals. You know how to meet the KPIs you’re given for your role.
Creative and innovative mindset. You consistently envision new possibilities, generate ideas on your own, and execute them. You have an inclination to tackle challenges with original approaches, seeking unique ways to address issues and improve existing methods.

Nice To Haves

Even better if you’ve worked in high-touch roles in forward-thinking, customer-centric environments such as Industrious, Marriott, or The Ritz-Carlton.

Responsibilities

Tenant Relationships + Anticipatory Service: You’ll create a five-star, service-rich environment by infusing hospitality into all tenant and guest interactions, and you’ll achieve a 90% satisfaction rate from tenant feedback surveys. Learn and anticipate tenant needs and preferences to provide them with personalized solutions + offer surprise and delight moments.
Facility Operations & Management: You’ll maintain pristine common areas, ensuring operational efficiency and tidiness of the amenity floor and conference rooms. Each day, you’ll complete all operational checklists, achieving a 100% passing rate of weekly walk-through evaluations done by your manager.
Coffee Program Management: Oversee daily operations, cleanliness, and the TopBrewer system's readiness to ensure a seamless, premium coffee experience that is complimentary for tenants. Maintain and rotate all product inputs, manage inventory and timely reordering, and complete all required cleaning and sanitization tasks. Monitor machine performance each morning, address alerts, and submit engineering tickets as needed. Keep the coffee area stocked, tidy, and welcoming throughout the day.
Conference Room Management: You will own all aspects of conference room bookings, including intake, coordination, AV walk-throughs and support, and day-of assistance, ensuring each booking receives exceptional service. You'll provide catering or other special touches for bookings, while ensuring proper setup and teardown of all spaces. Your excellent service will ensure a 90% conference room satisfaction rate and maintain monthly conference room revenue within 15% of your site’s goal.
Event Marketing + Support: Support your Tenant Experience Director in executing curated programming and maintaining local vendor partnerships. Through word of mouth, digital and print marketing, you’ll drive tenant event participation, achieving 75% of expected attendance for all events. You will provide the highest level of customer service to each event guest to ensure tenants rebook your spaces regularly. Partner closely with the Marketing team to ensure branding is aligned across all materials and uphold the highest standard of internal and external communication.