Equiem Onsite:
Next-generation concierge

Offer above-and-beyond customer service and community engagement through Equiem Onsite, our fully integrated, customer-first approach to staffing

The traditional office tower security and concierge model is no longer enough in the current competitive leasing environment where creating real connections and a sense of community are key to tenant retention and attraction.

Equiem Onsite provides highly-trained Community Managers, concierge and other specialist roles for service at commercial and retail property.

Leading the market, our team are customer focused and hired with the emotional intelligence to articulate and engage.
Unlike other providers, Equiem Onsite are skilled to leverage the power of the Equiem Portal and are supported by Equiem Engage.

The result? A vibrant community and a superior customer service experience for everyone.

Best people, best results.

Equiem Onsite staff are a step above all other providers. They are proactive customer focused marketers, trained to seek out opportunities and think differently.

We see 40% greater measurable engagement in buildings where we employ the team.

Make your tenants feel welcome. Every day.

At Equiem, we achieve our goal of providing legendary customer service by empowering our staff with the philosophy of going above and beyond for our customers.

True end-to-end customer service model

Unlike other providers, Equiem Onsite teams can leverage the power of the Equiem Portal and the resources of Equiem Engage - resulting in a superior experience for tenants.

Tailored to your needs

Each Onsite team is hand-picked and tailored for their building. They can also work on their own, or as part of a team, front-of-house or in your management office. For portfolios, you may also choose to employ a Cluster Community Manager, who can manage several sites at once.

Equiem Onsite in numbers:

170+

Concierge and Community Managers globally

90%

Staff retention in 2016

94%

Mystery Shopper average score

40%

greater measurable engagement in buildings with Equiem Onsite

50% more

Unique active users in buildings with Equiem Onsite

700% more

Pageviews per user in buildings with Equiem Onsite

Equiem Onsite staff have skills and capabilities beyond a ‘traditional concierge’ solution

Examples of Onsite Team roles:

Head of Customer Service

Team leader and drives customer service strategy

Community Manager

Designs and executes the tenant engagement strategy

Cluster Community Manager

Executes Community Manager role across multiple buildings

Executive Concierge

Visitor management and exceptional customer service

Assistant Concierge

Visitor management and exceptional customer service

Head of Customer Service

Team leader and drives customer service strategy

Community Manager

Designs and executes the tenant engagement strategy

Cluster Community Manager

Executes Community Manager role across multiple buildings

Executive Concierge

Visitor management and exceptional customer service

Assistant Concierge

Visitor management and exceptional customer service

Testimonials

Get to know a few of our onsite personnel

Phoebe Florance
Andrew Gott
Mirna Imsirovic
HOLLY NAIRN


Concierge Team
Rialto

"One word: brilliant! I have worked in countless offices around the world over the last 15 years and this is hands-down the best service I've ever had offered. In particular, the convenience of delivery straight to my office is priceless! And, always delivered promptly with a smile. Thanks for the service, it couldn't be better."

Gary A.
Rialto Tenant

"I mentioned the Concierge Team in the Board Meeting this morning to highlight the amazing work you all do. Our international visitors also made a point of commenting how refreshing the Concierge Team are and how impressed they are with the level of service offered. Well done."

John Apps
Director
St. Martins Properties

"You guys should know how amazing you are all doing. Always so happy, so quick to reply to emails, the best customer service I have ever received - you guys are just what this building needs."

PEXA
Rialto Tenant

CAITLIN TURNER

Community Manager
80 Collins

“Hey Caitlin, We’ve all just been discussing how awesome the Portal competitions are and how much we love the articles, especially the humans of 80 Collins street. The Bupa Health Check day was also great and we will always welcome more opportunities for massages! So from all of us here we just wanted to say we really appreciate all of your hard work :)"

Portal Member
80 Collins

"We were very fortunate to have Caitlin join us as Community Manager particularly as she has qualifications in Business and Marketing as well as hands on experience in a retail environment. Her bubbly personality and ability to relate and engage with tenants, retailers and suppliers is invaluable. With her marketing experience she is able to create a wide variety of content, events and promotions which are of interest to all Portal members."

Ian Lightfoot
General Manager
80 Collins

"I would like to take the opportunity to commend Caitlin for her outstanding service here at 80 Collins Street. Her can-do attitude, fantastic customer service and cheeriness is so very welcoming and it never fails to brighten up our day... We on Level 35 are extremely happy with Caitlin’s service and would like to take this opportunity to extended our thanks to Caitlin and the at80Collins team.”

Portal Member
80 Collins

SHELLY WAITES

Community Manager
World Square

"I order nearly everyday. And Shelly at reception is fantastic in making sure our order arrives on time. Goes above and beyond!  Rated: Fantastic!"

Vivian T
World Square Tenant

"Thanks Shelly and thank you for all your kindness and help with the Portal orders, we are all a happy team from you! My team loves you!"

Christina M
World Square Tenant

"Hi Shelly, I'd like to convey my gratitude for organising the massage therapists for the Link Group - it was very welcomed and the majority of people took the opportunity to take the 5 minute break. Thanks again."

Greg C
World Square Tenant

SARAH HUDSON

Community Manager
MLC Centre

"Dear Sarah, Thank you for your contribution in MLC and your daily efforts in providing great customer service. Yours faithfully, J."

Jack Shand Chambers
MLC Centre Tenant

"What I love about the MLC Portal is the convenience of being able to collect my morning coffee with ease avoiding queues. It is also nice to collect from Sarah who greets me with a friendly face every morning.."

Alanna W
MLC Centre Tenant

"Good Morning Sarah, You do such a wonderful job at keeping the website exciting and up to date thank you."

Victoria R
MLC Centre Tenant

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