Experience Manager

Job description

**Salary Range:**$85K plus up to a $4K annual bonus based on top performance. **Benefits:** FREE employee-only medical coverage, a 4% employer 401(k) match, and FREE short-term disability. Other incredible benefits [HERE.](https://www.lulafit.com/careers) **Location:** Dallas, TX located at the beautiful [Tollway Plaza](https://tollwayplaza.com/) **Work Hours:** Monday-Friday between 8:00am - 5:00pm with flexibility required based on tenant events and business needs. **Reports to:** Senior Experience Director **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**](https://work-onsite.com/). Onsite is a cutting edge, workplace experience platform that delivers what office tenants need to make every day productive and maximize their workplace outcomes. We deliver this through the four Onsite pillars: People, Services, Spaces, and Technology. - *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* **Your Mission:** Your mission is to revolutionize the workplace by leading the high-end hospitality program that transforms the tenant experience at Tollway Plaza- a stunning office campus in Dallas. Your job is to create thriving hubs of connection, productivity, and wellbeing for those who work at Tollway by expertly leading and launching the Onsite workplace experience product. **Your Focus:** As a result of your time in this role, you will create a vibrant, sought-after destination where tenants feel genuinely connected, energized, and well-supported. Through thoughtfully curated experiences, strong partnerships, and unparalleled hospitality, you elevated the building and Onsite into a premier location to work, gather, and socialize. *Note: Onsite is the name of the program Playbook is running for Tourmaline Capital Partners (TCP) who owns the building. Your leadership played a pivotal role in reshaping the workplace experience, proving that office spaces can do more than function; they can inspire.* ### Outcomes You’ll Deliver: - **High Performing Amenity Operations:** Operate and optimize tenant lounge, meeting, fitness, and outdoor spaces. Ensure seamless daily execution, driving growth in both utilization and monthly revenue performance. - **Programming Strategy and Execution**: Curate and execute a calendar of tenant events that drive productivity, connectivity, longevity and community impact. Maintain high attendance and satisfaction while managing an annual event budget with precision. - **Hospitality Service Line Development:** Launch and provide Onsite brand standard vertical services to tenants including curated catering menus, private event planning and coordinated service offerings. - **Trusted Client and Tenant Relationship**s: Build strong relationships with property management (CBRE), ownership (Tourmaline), and the tenants you see every day. Proactively gather feedback, generate tailored recommendations, and deliver monthly reports that demonstrate impact. - **Leasing Support and Integration**: Gain trust and develop relationships with leasing to support prospective tenant tour process and renewal likelihood of existing tenants. Add special hospitality touches to tour experiences. - **Effective Communication and Marketing**: Implement tenant-facing communication strategies, including newsletters, signage, and digital campaigns, that drive awareness, participation, and revenue. - **Technology and Produc**t: Oversee quality control of the Tollway Plaza building app to ensure tenants have seamless access to services, events, and programming. Monitor and maintain app content—such as reservations, highlights, and announcements—while supporting team members in keeping information fresh and engaging. Ensure all platforms, including our proprietary Playbook tech platform, enhance the tenant experience and streamline tenant access to meetings, fitness, and hospitality services. - **Strategic Partnerships**: Establish and manage relationships with retail tenants and local vendor partners to enhance event offerings and the tenant experience while supporting the community surrounding the building. ### Requirements: - You have 4+ years of professional experience in hospitality, event planning, or commercial real estate (CRE), with a background in luxury hospitality, event management, or independent business ownership. Catering experience is a plus. - Proven experience owning operational standards, service delivery, and team performance in high-touch environments. - Tech-savvy, with experience using booking, scheduling, and collaboration tools (Google Workspace, Slack, event platforms). - Adaptable and confident learning new systems for membership and program management. ### Key Competencies: - **Executive Presence.** You are an expert at reading the room and understanding how to interact with your audience. You thrive in a room with tenants and can speak to your product and experience with eloquence and confidence - **Obsessively customer-centric.** You have multiple examples of how you’ve exceeded what customers expected of you. Your previous managers would tell us that you have an innate hospitality mindset and are happiest when serving others. - **A highly organized and detail-oriented professional.** You stay extremely organized and are constantly reprioritizing your own work because it’s what makes you most effective. Your previous managers would refer to you as 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. - **A reliable team player.** Your past managers would refer to you as dependable and collaborative. You thrive working as part of a small team (in this case, you’ll have one other colleague on site starting in April) and understand how your daily tasks contribute to the success of the entire operation. You come to work each day ready to “pick up an oar” and do what’s needed for your team to be successful. - **Creative and innovative mindset.** You are authentically curious. You consistently envision new possibilities, generate ideas on your own, and execute them. You tackle challenges with original approaches, seeking unique ways to address issues and improve existing methods. You collaborate closely with others, knowing the sum is greater than its parts.