Job Description

Welcome Desk Host/Coordinator (Part-time)

The Welcome Desk Host is a vital member of the CRE organization, responsible for providing an exceptional customer experience that delights all visitors and employees. As a representative of Equinix and the CRE org, the host will play a crucial role in creating an environment that is welcoming, professional and reflects our company values. As the “face? of the CRE org, you will create a positive vibe/first impression at the office front desk/entry area and greet guests and employees warmly as they enter. You will create and experience and a sense of community in the workplace through various means, including on site events, ensuring quality and consistency of experience. You will get to know your customers well so you can anticipate their needs before they arise and can enhance and personalize their experience.

Desired Behaviors

• Maintain a consistently positive, pleasant and helpful demeanor at all times and remain calm under pressure

• Project a welcoming attitude by offering a warm and friendly smile, and open body language

• Maintain a professional demeanor and foster positive relationships with team members, vendors and stakeholders.

• Dress the part; smart/tech casual, present as professional, neat, and well-maintained

• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, compassion and a strong work ethic.

• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, compassion and a strong work ethic.

• Have a self-starting, proactive and can-do attitude. Don't wait to be told to resolve an issue or deliver a great experience to customers. Takes initiative to identify potential issues, areas for improvement and implements proactive solutions.

• Demonstrate adaptability and grace under pressure, effectively navigating unexpected circumstances. Resolve issues and have difficult conversations discretely, achieving a positive outcome.

• Be an energetic person displaying a customer-centric attitude. Resolve challenges with discretion and empathy, achieving mutually beneficial resolutions.

• Model Equinix's culture and values, actively encourage the inclusivity, wellness and sustainability.

• Treat your CRE colleagues as your customers and encourage a high trust team environment.

• Excel as an effective communicator

Responsibilities

• Act as the “face” of Equinix, creating a positive vibe/first impression at the office front desk/entry area

• Greet visitors and employees, CRE’s customers, engaging in conversation upon arrival and departure

• Anticipate and fulfill guests' needs; striving to exceed their expectations

• Answer questions from customers related to the building, including wayfinding, policies and procedures, and etiquette

• Coordinate visitor check-ins and security procedures using the Envoy visitor management system

• Notify Equinix employee hosts of their guest's on-site arrival

• Manage the distribution of security badges, and reconcile visitor logs and the EV charging station program (if applicable)

• Maintain awareness of potential office security issues and communicate concerning issues to your manager, building security when appropriate, and the risk management team management tool, ensuring compliance with company policies

• Maintain an orderly and presentable lobby, moving deliveries or broken items out of site immediately

• Assist with onboarding new employees by providing essential information and resources, supporting no dead ends

Events and Employee Engagement:

• Build a welcoming and collaborative community environment amongst our customers through events

• Cultivate a positive vibe through fun and engaging activities at the front desk

• Ownership of onsite event planning and execution, ensuring seamless experiences for all attendees

• Plan and support coordination, promotion, set-up and clearing of on-site CRE led or supported events

• Assist with scheduling and managing meeting rooms, including arranging necessary equipment, supplies and catering for All Hands events

• Oversight of catering for weekly breakfast and events including budget, menu planning and food service quality control

• Partner with We Are Equinix and Equinix Employee Connection Network teams to create inclusive events

• Provide surprise and delight customer opportunities

• Create marketing materials and promotional efforts, leveraging social platforms to generate excitement

• Manage event logistics and budgets meticulously, maximizing resources while delivering memorable experiences

Office Communications:

• Create fun and informative communications for office events and information using Outlook, Viva Engage, and Office Raven tools

• Ensure timely and professional communications to internal and external stakeholders

• Serve as liaison between employees and various departments, addressing any workplace-related concerns or inquiries

Building Operations:

• Assist with receiving deliveries of all external and inter-office mail and support employees on all mail and shipping requirements as needed

• Provide direction, information to vendors, service providers and Corporate Real Estate staff as required to ensure excellent coordination

• Assist with the office ticketing system and follow up on ticket status, assigning tickets to the correct CRE team member or rerouting to correct department, ensuring no dead-ends

• Support employees with business card ordering

• All of this while illustrating Equinix’s core values and working towards achieving our mission of delighting our customers

• Ensure compliance with vendor contracts, service level agreements, and performance expectations

• Adhere to contractual agreements and service standards, resolving issues promptly and professionally

Business Continuity & Compliance:

• Act as a representative of the safety committee team

• Maintain proficiency in fire, safety, security and emergency procedures as per the Operations Playbook

Necessary Skills

• Customer-facing experience is essential and hospitality background a must

• Excellent verbal and written English and communication skills, social media savvy

• Outstanding interpersonal and multi-tasking skills are required

• Adept at dealing with difficult customers or situations, ensuring a successful outcome for both the customer and CRE

• Skilled at developing personal relationships with customers, peers and business partners

• Confidence and experience interacting with individuals at all levels

• MS Office skills, particularly Outlook, Excel and Word

• Office administration skills

Preferred Skills

• Genuine enthusiasm and creativity

• Initiative-driven mindset

• Seeks to continuously improve processes, systems, and overall client satisfaction

• Sensibly balances timely and efficient delivery with tact and diplomacy

• Knowledge of general business, facilities management, and office support services

• Ability to develop and manage resources and programs independently

• Understanding of business planning, goal setting, and budgeting

• Familiarity with work order ticketing management systems

Education

Desired bachelor's degree or 5 years of work experience with a focus in hospitality management preferred, or coursework related to the job description

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