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Salesforce is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies redefine the way they sell, service, market and innovate–and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s “100 Best Companies to Work For”. Our more human, less corporate culture is built around doing work that matters, winning as a team and celebrating success Aloha-style.

Reporting directly to the Manager, Events & Hospitality, the successful candidate will provide exceptional customer service to both internal & external customers. The right person will provide the first impression our visitors have of Salesforce when enjoying these speciality floors and therefore, they will need to be on the ball in any situation; providing a lasting and unique memorable experience that makes our customers feel welcome, comfortable and brings our Salesforce brand to life. This person will need to work collectively as a team and show a passionate understanding of our guests’ needs and requirements, striving to exceed expectations wherever possible, in true Salesforce Ohana fashion.

Key Responsibilities

• Manage the Ohana Floor WPS Events & Hospitality team overall

• Continually review and train/improve upon individual and team development

• Have a deep focus on maintaining relationships with multiple key collaborators on the Ohana floor (particularly the Head Chef, Front of House Manager and Events Manager and within the wider ES/GSS org), leading as a harmoniser, negotiator and problem solver

• Have a direct link to Global teams and programs, being able to actively contribute & complete expectations as required

• Be the single point of contact for the Event team and culinary team, providing operational and logistical knowledge where needed and managing the delegation of work where required

• Ensure the Ohana floor & Lobby Barista Bar are presentable & show ready at all times, including working with the local facilities team for maintenance reporting, resolution timelines and keeping the wider Ohana floor team updated on progress

• Drive the execution of processes, the RACI model and holding teams accountable

• Work with the Senior Coordinator Events Assistant and their respective team, to ensure the organisation and execution of requests

• Identify gaps and find resolution to ensure a consistent, efficient and smooth customer service and operational service is delivered at all times

• Attend regular meetings as per the running of any team, operation, event, management team etc.

• Coordinate training not just within own team, but across the whole Ohana floor where it makes sense to streamline tasks

• Handle the organisation and planning of event and briefing operations, being proactive and thinking ahead to coordinate and communicate with planning teams were necessary

• Be forward thinking in ensuring operations satisfy health & safety, security regulations and overall compliance on the Ohana floor & Lobby Barista Bar

• Regular tracking and reporting of analytics as required

• Vendor management on behalf of Salesforce for the Lobby Barista Bar, Ohana Floor barista Bar & Kitchen Culinary team

• Execution and delivery of refreshments and activations for the Lobby Barista Bar

• Ensure complimentary alignment between the Ohana Barista Bar and Lobby Barista Bar

• Hold daily briefings with operations teams outlining information for that day and any other important details (ie, VIP visits)

• Be responsible for all events that take place, implementing as planned and ensuring a smooth and organised delivery

• Ensure the overall hospitality during events and outside of events is enhanced at all availability opportunities.

• Understanding of the Traction GMS and the Salesforce ticketing system as required

• Devise operational quotes as requested (ie. for Out of Hours team staffing)

• Ensure you and whole team are ERT trained as per Salesforce standards and be a key player in emergency situations

• Assist with manual handling and lifting and execution of auditing and stock control as required

• Assume ownership of ensuring evening/weekend events are covered in line with Ohana floor Event team expectations

Self Presentation and interpersonal skills:

• Ensure smart professional personal presentation (including body language etc.)

• Have a personable, friendly demeanour that delivers warmth, charm and professionalism in every aspect of the role

• Passionate attitude for Customer service

• Able to prioritise effectively, with a proactive and positive attitude

• Excellent interpersonal and communication skills, including understanding for the use of confidentiality and tact

• Ability to work in a fast-paced environment and motivate those yo work with

Internal & External Customer Relationship Management:

• Build strong and lasting rapport with internal and external customers on all levels of seniority (ie. EAs, AEs, VPs, customers etc.)

• Establish key relationships with caterers, suppliers, vendors etc.

• Actively recognise returning visitors, suppliers and vendors

Security:

• Adhere to strict corporate security policies at all times

• Build strong working relationship with on site security agents

• Promote the importance and process of Security rules and procedures

• Keep security and H&S in mind as a priority when events are in place

Qualifications:

• Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• Strong Hospitality/ Events experience both administration and operational

• People Management/Team lead experience

• Validated experience in multiple relationship management

• Strong Customer service background in a fast paced environment

• Intermediate-advanced IT skills (G-mail and Google docs preferred but not essential)

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