Welcome Desk Host

Who are we?

Job Summary

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 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.

Responsibilities

Welcome Desk

• Act as the "face" of Equinix, creating a positive vibe/first impression at the office 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

• 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

• 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

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

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

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

Qualifications

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

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

• 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

• Take initiative to identify potential issues, areas for improvement and implements proactive solutions to deliver a great experience to customers

• Demonstrate adaptability and grace under pressure, effectively navigating unexpected circumstances

• Resolve issues and have difficult conversations discretely, achieving a positive outcome

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

• Excel as an effective communicator

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

The United States targeted pay range for this position in the following location is / locations are:

• California (Non-SF/Bay Area), Connecticut, Maryland, New York, New Jersey, Washington state: $67,000 to $101,000 per year

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

As an employee, you become important to Equinix's success. Details about our company benefits can be found at the following link:

USA Benefits eBook

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.