Hospitality Specialist

Hospitality Specialist at Playbook

Salary 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.

Location: 1401 H St NW, Washington, DC

Work Hours: Generally, you will work Monday-Friday from 9:00 am to 5:00 pm, 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:

• 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

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.

Outcomes You’ll Deliver

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: Self-starter who seeks and applies feedback for continuous improvement and enjoys creating from scratch.
• Results Driven: Strategically moves the needle by understanding the big picture and driving revenue to exceed goals.
• Strategically Customer-Centric: Exceeds customer expectations with an innate hospitality mindset, happiest when serving others.
• Hospitality Expert Mindset: Anticipates customer needs and provides anticipatory service.
• Hyper-Organized Ball Juggler: Extremely organized, constantly reprioritizing work, seamlessly pivots, and stellar multi-tasker.
• Creative and Innovative Mindset: Envisions new possibilities, generates and executes ideas, tackles challenges with original approaches.

You are inspired by and excited to live all of our core values daily.

Our Core Values

Playbook's culture is based on a shared respect for our lived values. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process.

Our Commitment To You

Playbook is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be!

A Quick Note About Salaries

We list salaries based on a few key factors. These include location-specific budgets, market trends, team size, and the scope of the building. Since we’re a national company working with office properties of all shapes and sizes, the listed salary is tailored specifically to this role and may differ from similar-titled roles on our Careers Page. Curious or want to chat more about it? We promise to be open and transparent about these details throughout our interview process.

AI Tools in Hiring

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Key skills/competency

• Luxury Hospitality
• Tenant Engagement
• Concierge Service
• Event Management
• CRM Software
• Facility Operations
• Workplace Experience
• Customer Service
• Communication Skills
• Problem Solving