Guest Service - Coordinator (real estate)

Deliver on CRE's Purpose to Delight the Customer through the Four Keys: Safety, Courtesy, Community and Efficiency. Typically at large locations or Hubs with supervision, supporting site management and hospitality as part of a team.

As Corporate Real Estate Coordinator, your primary focus will be to support delivering an exceptional customer experience and create a vibrant workplace community in your office. You will be responsible for supporting the delivery of the daily operations of the offices, taking direction from CRE on site management. You will deliver in line with CRE's Four Keys standards and the Operational Excellence (OE) Playbook.

You will embrace CRE's purpose to delight the customer and collaborate closely with the business to create a community, where you will anticipate our customers' needs, and keep them at the center of our focus.

Support the creation of a vibrant community within the workplace through exciting and creative on-site events, fostering a fun and engaging vibe. Support smooth delivery of all CRE services to customers and visitors.

• Prior customer service or hospitality experience is required.
• Must have strong verbal and written English language and communication skills.
• Outstanding interpersonal and multitasking skills.
• Adept at taking direction and seeking clarification when unclear.

• Support large location or Hub site to ensure they meet Operational Excellence standards and customer needs.
• Support smooth running of the site and parking areas (if applicable), conducting daily floor walkthroughs to check that the site meets the Four Keys and in line with the Operational Excellence playbook.
• Support the broader Corporate Real Estate team's objectives with program support and execution that are routine, requiring judgment, issue resolution, and making recommendations.

• Act as back-up to the Welcome Desk during business hours as and when needed, including signing in customers and guests and badging in accordance with Equinix's guest policy.
• Support the planning and delivery of CRE Events that create a fun and engaging vibe and a sense of community.
• Support hospitality moments around the office in line with CRE's One-Stop-Shop policy and guidance.
• Treat your CRE colleagues as customers and support them as needed to ensure CRE's collective success.

Safety is CRE's first priority and the first of our Four Keys. Support and take direction on overall security and safety of the site you support. Know and be able to implement emergency response plans and be an emergency point of contact out of hours, responding to emergencies as part of the call tree.

Low level budget concern: escalate to next in seniority
Outside your expertise: escalate to next in seniority
Customer complaint: escalate to next in seniority
Business disruption: escalate to Director
Life safety: escalate to Director

Manage visitor access, sign-in, and security badge processes in accordance with the company's guest policy.

• Promptly address customer tickets, ensuring no dead ends and immediate communication with customers in case of delays.
• Answer customer and guest questions related to the building, including wayfinding, policies and procedures, community etiquette, etc.
• Issue communication for site-related issues, events or changes impacting employees using approved CRE comms templates and ensure they are error-free.

Support the delivery of care, fun and the creation of a sense of community in the office. Look for opportunities to create surprise and delight moments around the office (e.g., fortune cookies for Lunar New Year, creating a Santa's Grotto, Diwali treats, placing puzzles around the office).

• Manage mail and the scanning/registration system (Envoy), as well as deliveries and couriers. Notify customers of food deliveries and shipments.
• Raise and manage purchase orders in compliance with CRE policy.
• Support office moves, openings, closures, and change projects, ensuring smooth execution with minimal impact on customers.
• Maintain office supplies (printer, pantry, first aid kits etc.) and checking on work performed by vendors such as cleaners.
• Look for opportunities to improve processes and partner as needed with other functions and employee groups as needed to support CRE deliverables.