Hospitality Specialist
27 days ago
Washington
Job DescriptionSalary Range: $65K + up to $4k annual bonus for top performance.Benefits: FREE employee-only medical coverage, a 4% employer 401(k) match, and full access to the on-site wellness center. Other incredible benefits HERE.Location: 1401 H St NW, Washington, DC Work Hours: Generally, you will work Monday-Friday from 9:00 am to 5:00 pm. You will be working a regular 40 hour work week. Occasionally, odd or longer hours may be required, but we will make every effort to offset the irregularity during slower time periods.Reports to: Our Director of Onsite, who will manage and support you daily. 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: • 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. 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)., • 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.), • Strong technical proficiency with the ability to manage multiple platforms simultaneously., • Experience managing dual email systems (MS Outlook and Google Workspace) preferred., • 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.Key Competencies:, • Entrepreneurial: You are a self starter who actively seeks and applies feedback because you want to get better every day. You consider yourself a life-long learner and enjoy the opportunity to create something from scratch., • 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., • Strategically Customer-Centric: You have multiple examples of how you’ve In previous roles, you have 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., • Hospitality Expert Mindset: You have multiple examples of how you have successfully anticipated a customer’s needs before they even knew they really had them and provided anticipatory service., • Hyper-Organized Ball Juggler: You stay extremely organized and are constantly reprioritizing your own work based on new priorities popping-up daily. You are able to seamlessly pivot on a dime and your previous managers would tell us you are a stellar multi-tasker., • 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.