Posted about 1 year ago
Lead Coordinator Workplace Services - Tel Aviv Alon & WeWork final(focus on Office & Facility Services)
The Lead Coordinator Workplace Services (WPS), is leading the local WPS team in Tel Aviv Alon Tower and WeWork ToHa, ensuring a 5-star employee and customer experience, every day, throughout the entire office.
Reporting to, and working closely with, the Associate Manager WPS, he/she manages a team of 2-4 direct reports and contractors for a smooth daily office operation.
The services provided by the team include reception and mail services, meetings & events, office refreshments & stationary as well as janitorial and facility maintenance.
This position requires strong communication skills, leadership and administrative skills, computer knowledge, a good financial and procurement understanding. A high level of service orientation, as well as strong time-management and problem-solving skills are a prerequisite for this central role.
- Lead a team of 2-4 direct reports + contractors across two locations (Alon Tower and WeWork ToHa)
- Prepare and lead daily team huddles and regular team meetings
- Planning of weekly roster and annual leave collaboration with total facility management company
- Identify training needs with in the team, organise, prepare and conduct trainings
- Ensure compliance to local food hygiene and Health & Safety regulations
- Conduct regular one to one meetings with all direct reports
- Evolve operations standards and processes
- Organise Team Events in collaboration with Associate Manager
- Ensure efficient ramp up of new team members and replacements, by maintaining on-boarding plans and ensuring they are followed
- Keep all checklists for all shifts and roles updated and continue enhancing
- Coordinate short notice sickness cover with other team leads and Operations manager, based on business priorities
- Show responsible use of resources and budgets
- Cooperate closely with Office Leads across the EMEA region to ensure seamless cooperation between the teams, share best practices and drive improvements
- Focus on customers: Drive customer satisfaction survey, set-up KPIs as appropriate with vendors and look for methods of enhancement
- Manage Salesforce’s unique employee snack and refreshments program including full budget responsibility
- Supervision of orders with various suppliers, following the procurement process, carried out by the DayPorter/GSA
- Optimise and define and manage stock of food and beverages for daily operation in cooperation with DayPorter/GSA
- Ensure close supervision of budget tracker and provide weekly updates to Associate Manager
- Build and manage relationships with Food & Beverage suppliers
- Continue evolving the refreshment program, ensuring variety and cooperate seasonal specials including presentation and communication
- Observe consumption and collect feedback to ensure employees’ preferences are met
- Set standards for presentation and ensure consistent execution
- Supervise and support DayPorter in handling of deliveries, of majority refreshments and beverages
- Collaborate with Salesforce and TFM back office functions to ensure smooth invoice and payment processes as required
- In Cooperation with DayPorter/GSA perform quarterly inventory of all Food & Beverage stock
- Act as a single point of contact for all facilities matters and react appropriately to queries raised.
- Conduct regular checks on all floors and services, ensuring Janitorial standards and SLA’s are met and consistent
- Conduct regular Facility Maintenance checks and ensure documentation of the same. Coordinate required preventive maintenance and repairs with relevant parties, such as building management team, handyman or other external vendors.
- Own the relationship with the total facility management vendor, meeting regularly with the TMF Account Manager and Janitorial Supervisor, reviewing quality of service (KPI scoring)
- Own the relationship with the WeWork Community Manager dedicated to Salesforce and meet regularly and provide ongoing feedback to improve the cooperation.
- Manage Relationships with Building Maintenance Team and Landlord representatives and coordinate between internal and external parties.
- Ensure all corporate security process are followed in regards to any external vendors and onsite works in Salesforce premises.
- Take ownership for the local roll out of global WPS initiatives and projects, such as culture gallery, densification, unassigned seating, renovation ect.
- Work with the TFM Account Manager to produce and maintain active SLA’s for all work streams the vendor covers as part of their remit.
- Maintain stock of consumables and work materials and tools required to ensure quick turn around on small handyman jobs.
- Coordinate the handyman - 2,5 days per week, more if required, for all sites
- Conduct regular checks on storage rooms and basement storage to ensure tidiness and cleanliness
- Coordinate and supervision of deep cleaning
- Ensure functionality of all kitchen operations equipment and ensure quick repair or replacement of any broken items.
- Maintain stock of all operations equipment including, cutlery, crockery, buffet dishes, consumables and machines
- Supervise the execution of services or deliveries by third-party suppliers in the office
- Maintain an overview of service and maintenance agreements and technical manuals; ensure that regular checks and required maintenance are performed
- Assist the regional Management in reviewing and optimising the team structure and make adjustments dependent on new scope, growth or budget
- Take ownership for the deliver of projects on site as required by the regional manager
- Team Management of Hospitality Team, provide guidance and direction to the Senior Coordinator Guest Services and Events, acting as direct supervisor for a small team of front of house focused team members
- Work closely with Senior Coordinator Guest Services and Events to ensure we deliver consistent, excellent customer service for all those walking through our doors
- Collaborate closely with Senior Coordinator Guest Services and Events to ensure highest service level for any external meetings or events hosted in the offices
- Help prioritize the workload and manpower across the whole WPS team in case of peaks in Meetings & Events
- Supervision and hands on support as required in case of larger meetings or events hosted on site
WeWork Site Management
- Provide guidance and direction to the Coordinator WeWork ToHa, ensuring a smooth daily operations of the site
- Conduct regular site visits and checks in collaboration with Coordinator and WeWork Community Manager
- Supervision all WPS Services at WeWork ToHa, to align service levels across sites
- Own the relationship with the WeWork Community Manager dedicated to Salesforce and meet regularly and provide ongoing feedback to improve the cooperation
Additional Roles & Responsibilities
- Track/log invoices and expenses and hand them over to accounts payable department
- Track any incoming WPS invoices against budget/PO and file them electronically
- Check any incoming WPS invoices and flag anything noticeable to Associate Manager WPS
- Supervision and maintenance of various tracking documents in QUIP, weekly update
- Cooperate with EMEA WPS teams in developing and roll out of any WPS alignment program, playbooks and other initiatives
- Supervision of ticket handling for all WPS Tel Aviv, as well as reception email account, ensuring tickets are processed as per playbook and SLA's are met. (Salesforce ticketing tool - Concierge)
- Support on boarding of new hires and exit process of leavers, this includes allocation of workstations, providing personal storage, distribution or collection of equipment and badges
- Manage on site employee parking
- Ensure all Office signage is always at the current standard
- Maintain all information on REWS Google page, Concierge Articles and other information resources related to the Tel Aviv offices.
- Act as single point of contact for all procurement related to Tel Aviv, from vendor setup to raising PR's, AMEX handling and expense process
- In collaboration with the Associate Manager Maintain and enhance the Checklists and Job Descriptions of all team members
- Other administrative tasks or small projects as delegated by Associate Manager WPS
- Supervision and budget responsibility for stocking and ordering of office supplies, such as stationary, consumables and bathroom amenities
- Supervision for office access control cards and hard keys, through respective tools and key log
- Interface with IT for all IT-related crossovers, particularly in the sharing of knowledge for all Audio Visual
- Support the needs of remote Offices within the region (e.g. security alignment, refreshment snacking program, office space branding).
- In partnership with the corp. security team, ensure all staff and visitors comply with Security standards (visitor sign-in process, badge surfing, data protection, etc).
- Support regional initiatives around sustainability and social programs
- Built and maintain strong relationship to local stakeholders and community
- Drive communication within the team and to the office community and decision makers
- Maintain diverse documents and tracker for compliance, transparency and documentation of progress and achievements
- Coordinate any office moves and control local office space occupancy
- Keep Serraview updated at all times (space management tool), reflecting any changes and ensuring correct allocation of team members and seats.
- Ensure compliance to Israels and Salesforce Health and Safety regulations, for example: arrange Fire Wardens and First Aider trainings, attend meetings, ect.
- Work with cross regional subject matter experts to share processes and guidelines
- Minimum 2 years of related Supervisory experience in Operations or Facilities Management or similar (required)
- Bachelor degree preferable in related discipline
- Experience in service sector preferred
- Advanced knowledge of Microsoft office (Word, Excel, PowerPoint)
- Friendly, helpful and discreet with good communication skills and professional manners
- Fluent in Hebrew and English language in spoken and written form
- Proactive and positive attitude
- Customer service-oriented attitude
- Passionate people manager, ability to prioritize workload for the team
- Team player, also across functions and locations
- Pleasant appearance and sympathetic demeanor
- Excellent multi-tasking, project management and organizational skills
- Ability to work in a fast-paced environment and meet deadlines
- Self-starter: can make decisions on the spot
- Willing to travel when needed
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