Salary: $70k annually + up to $4k annual bonus for top performance
Site Address: Ponce City Market, Atlanta, GA
Reports to: Tenant Experience Coordinator on-site
Work Hours: Monday-Friday from 8:00am-5:00pm with some flexibility for events that may extend into the evening.
Your Mission:
Your mission is to execute a luxury hospitality program in a Class A office building in the heart of Atlanta that will enhance the tenant workplace experience. You’ll provide concierge-level service to the tenants in your building, and partner with your Tenant Experience Manager on initiatives and community events that activate various spaces in your building.
The Legacy You’ll Leave:
As a result of your time in this role, you enabled connection, productivity, and longevity for the hundreds of tenants who worked in Ponce City Market. Through curated experiences, deep and meaningful tenant relationships, and unmatched hospitality, you contributed to the efforts to establish Ponce City Market as a workplace of choice in Atlanta. 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. Plus, your servant leadership increased the return to office rate, the utilization of building amenities, and the building owner’s engagement with Playbook services.
What You're Responsible For:
- 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. You will also be in charge of the complimentary coffee program, ordering and restocking supplies as necessary.
- Conference Room Management: You will own all aspects of conference room bookings, including intake, coordination, and day-of support, ensuring each booking receives exceptional service. You'll provide catering or other special touches for bookings. 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 Manager 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.
Who You Are - Baseline Expectations:
- 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.
- Even better if you’ve worked in high-touch roles in forward-thinking, customer-centric environments such as WeWork, Industrious, Marriott, or The Ritz-Carlton.
- 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.
Who You Are - Core Competencies:
- 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.
- 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 HERE. 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.
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