Equiem Onsite: next-generation concierge

Equiem Onsite is our fully integrated, community and customer based approach to onsite staffing

The traditional office tower security & 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. Unlike other providers, our Onsite staff are supported by Equiem Engage - our resident team of marketing and copywriting experts - and each team is tailored and hand-picked to suit each asset. The result? A vibrant community and a superior customer service experience for tenants.

Superior customer service and tenant engagement

In 2014, Equiem Onsite was the first to introduce the concept of Community Managers (CM’s), dedicated marketing specialists working directly for building management to help achieve their engagement targets. A CM is skilled and capable at writing articles, organising events, promoting local retailers, running lobby activations and so on.

A CM works to connect and activate the community through a Community Engagement and Activation Plan, customised for their building. When combined with traditional concierge, tenants get the best of both worlds: fantastic events and activations, and a superior customer service experience.

Tailored to your needs, supported by a team of experts
 

Each Onsite team is hand-picked and tailored for their building. CM’s can work front-of-house in the lobby, or at the management office. They can also work on their own, or as part of a team, together with traditional concierge. For portfolios, you may also choose to employ a Cluster CM, who can manage several sites at once.

Unlike other providers, Equiem Onsite teams also have two distinct advantages. First, they are skilled to leverage the power of the Equiem Portal - a tenant engagement platform unrivalled in market. Second, they are supported by Equiem Engage - our team of experts at Equiem HQ who provide marketing, editing, and copywriting strategy and resources.

Achieve greater ROI with Equiem Onsite:

Equiem CM’s work with management to create an engagement plan full of exciting, hyperlocal articles, events and activations for tenants

Highly experienced Equiem concierge provide superior customer service while leveraging the Equiem Portal

Onsite teams supercharge retail tenants with promotions and campaigns, online and offline, in sync with their management’s retail strategy

All Onsite teams are supported by Equiem Engage, our team of experts at Equiem HQ that provide content strategy and resources

Community Catalysts

Why choose Equiem Onsite:

  • We have the only fully-integrated solution (Portal, Staff, Support & Services) in market
  • Equiem’s Onsite staff excel in both customer service and marketing, providing best value and a greater return on investment
  • Australia’s leading property groups have chosen Equiem as their trusted partner to deliver a new standard in customer experience
  • Equiem Onsite teams are experts at planning & executing amazing campaigns and experiences for their communities
  • Equiem Onsite teams are supported by Equiem Engage - copywriters, editors, event organisers, designers - ensuring quality of execution
  • Our teams can tap into our network of established brand & retailer networks
Other Onsite team responsibilities include:
Organise events and foster an engaged, active community
Support and promote local retailers
Provide legendary, out-of-this-world customer service
Work closely with owners and managers to execute on the asset management strategy
Create content and communicate with all building occupants
Extract data and valuable tenant feedback to guide investment decisions

Best people, best results.

Leading the market, Equiem Concierge and Community Managers are a step above all other providers. They are proactive customer focused marketers, hired with the emotional intelligence to articulate and engage.
We see 40% greater measurable engagement in buildings where we employ the team.

Legendary customer service

We achieve legendary customer service by empowering our employees to put our customers above and beyond all other deliverables where they can take any action deemed necessary to make the customer feel happy about their interaction.

Firstly, we believe authenticity is at the heart of great customer service. Our philosophy is centred around some simple ideas:

  • Leave happier than when you arrived
  • You are our most important customer
  • Your time is precious
  • Yes, we can

Through the deployment of Onsite, we can provide you with a better customer experience for tenants, better utilisation of resources, better value for money, and better outcomes.

Equiem Onsite is a natural extension of our core Portal technology and digital marketing services, and results in a true end-to-end customer service model. Unlike other providers, Equiem Onsite teams can leverage the power of the Equiem Portal and resources of Equiem Engage - resulting in a superior experience for tenants.

Equiem Onsite Teams improve Portal engagement and activity

Through the execution of a Community Engagement and Activation plan, Equiem Onsite teams drastically improve the performance of Equiem Portals.
*when comparing buildings with Onsite vs those without

Amazing stories happen when you foster a genuine community.

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

Case study: Rialto Onsite Team

Rialto deploys a hybrid team of concierge and CM to provide a superior customer experience to tenants

The best results occur when you combine a CM with concierge staff to create a hybrid "super" team. Currently deployed at Rialto, this model utilises four specialist roles working seamlessly together to deliver the best of both worlds - fantastic events and activations, coupled with a superior customer service experience for occupants.

The Rialto Equiem Onsite team utilises four specialist roles to deliver a superior experience:

Head of Customer Service

Team leader and drives customer service strategy

Community Manager

Designs and executes the tenant engagement strategy

Executive Concierge

Visitor management and exceptional customer service

Assistant Concierge

Visitor management and exceptional customer service

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

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

"During my years of experience in building management, I realised that traditional concierge just wasn’t enough to achieve true tenant engagement. As Head of Equiem Onsite, I’m thrilled to bring our clients a new generation Concierge model - with an end-to-end service that provides greater ROI and tangible results."

BRONNY WILSON
Head of Onsite

Clients

We are excited to be working with leading property owners and managers

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Other Onsite team responsibilities include:
Organise events and foster an engaged, active community
Support and promote local retailers
Provide legendary, out-of-this-world customer service
Work closely with owners and managers to execute on the asset management strategy
Create content and communicate with all building occupants
Extract data and valuable tenant feedback to guide investment decisions