Hospitality Specialist

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. 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 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 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

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.

• 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…