Workspace Specialist Hard Services

About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Description:

The goal of the Workspace Specialist is to support the flawless and timely execution of all tasks that relate to the Real Estate and Workspace Services purpose, specifically relating to business partnering, community building and supplier steering. Building a positive employee experience for HQ, Amsterdam and Manchester, is a key goal of this role. This role will foster an environment where employees feel valued and recognized for the part they play in the Booking.com story.

As a Workspace Specialist HQ, you work on all topics but have your own area of expertise, such as Hospitality, Events, Hard Services, or Soft Services. You report into the Manager Expertise team and work closely with the senior workspace specialist, manager community and events, and the contract managers.

Key Job Responsibilities and Duties:

Hard Services Specific

• Support Hard Services Contract Manager. Hard Services (including Security, Health & Safety, IT systems like FMIS, Visitor Management System, etc.) budget (>25 mln.)
• Deliver support to maintain the desired level of buildings and installations related to current and future use
• Support Hard Services Contract Manager to translate maintenance level into a multi-year maintenance planning including estimated budget, resources, and impact analyses
• Support to report monthly on regular performance of the technical infrastructure and maintenance contractors (e.g. downtime, response times, number of incidents, etc.)
• Support Hard Services Contract Manager to review and approve technical designs of (parts of) buildings in relation to use, future use, and legislations according to set quality standards (legislation and company standards)
• Work as SME in Hard Services projects to deliver project results and punch lists for sign-off on final projects
• Knowledge of building maintenance, responsibilities of landlords, and demarcation
• First point of contact in case of Hard Services (technical and maintenance) issues and escalations for external suppliers

Process Management

• Support to make sure all Workspace Services processes are up to date and adjusted when needed, whether to improve or as a result of new mandatory regulation, etc.

Operational Supplier Management

• Work together with all suppliers contracted for all services delivered for HQ campus. Attend weekly or daily meetings to manage services and ensure all suppliers are aligned. Escalate to or involve manager/TL expertise team if necessary. Ensure all suppliers operationally deliver as contracted, and inform the contract manager on all structural issues via manager expertise team when needed.

Project Participation

Act as a subject matter expert (SME) in all REWS projects led by the REWS Program team. Provide operational support for the implementation of project results and ensure all suppliers are informed and instructed. Support Senior Specialist on small operational projects.

Demand and Stakeholder Management

• Work closely with Senior Specialist and/or Contract Manager to initiate operational demand management tools to review data and share insights on the delivery of an improved employee experience within HQ, and create solutions for an improved employee experience, for example to improve ease of work and remove barriers that would otherwise impact business continuity
• Support Senior Specialist and/or Contract Manager action plans and initiatives together with the Program team HQ that enhance employee satisfaction based on feedback received through surveys and other data points, building a positive employee experience while adhering to REWS guidelines

Community Building & Events

• Collaborate with all business stakeholders and support Community and Events Manager HQ to deliver and organize activities, social events, and celebrations to strengthen relationships and build camaraderie among employees. Encourage cross-team collaboration and create opportunities for employees to connect and bond, both in-person and virtually.
• Collaborate with the local social committees and Community and Events Manager to create an inclusive workspace experience
• Create events that are within budget guidance and keep the Community and Events Manager informed and consult when needed
• Partner with key stakeholders on various perspectives relating to non-facility management scope, and where applicable ensure the respective budget/topic owners deliver the result (e.g. HR, Comp & Ben, IT Service, Finance, GSR, Legal, Tax, T&E)
• Support the Community and Events Manager on all community-related initiatives, in Amsterdam also for the Public Plinth and external ODE events
• Support LT & EBP leads on all events such as Boardweek or LT strategy days
• Work together with Global Events when events are organized at the Campus, such as sponsorship & marketing events like Eurovision or Pride

ERO and Safety

• Support the head of ERO (Manager Expertise team) and all relevant stakeholders like the global security team and security supplier on all security topics to keep our campus safe, including special events such as demonstrations or large external events
• Ensure all ERO processes and instructions are up to date and adjusted. Ensure the ERO organization is as required and work with the external supplier on all relevant actions needed to have an ERO organization in place

Communication & Information

• Deliver support on HQ stakeholder communications
• Responsible for resolving queries (2nd and 3rd line) and escalations received from stakeholders and Workspace Services team, and updating ServiceNow relating to Workspace Service articles
• Support the team to lead HQ stakeholder meetings in partnership with the workspace services management team, to share global updates and understand HQ needs, including support in organizing key events. Provide guidance, resources, and logistical assistance to ensure successful event planning and execution
• Promote global sustainability commitments, well-being, and healthy living initiatives and awareness
• Stay informed about industry trends and best practices related to workspace experience and community building through employee engagement
• Ensure a consistent approach is taken through consistent communication using the most relevant channel (e.g. meetings, Workplace, email)

Qualifications & Skills:

• Clear and transparent communication, as well as stakeholder engagement in the employee experience. Dutch speaker for Amsterdam Campus
• Building and maintaining positive relationships with stakeholders, understanding their expectations, and addressing their concerns and feedback
• Strong interpersonal skills to foster relationships with employees and stakeholders, with the ability to connect with diverse groups and establish collaborative partnerships
• Support on managing the impact of changes related to the employee experience, involving effective communication, and support for stakeholders throughout the change process
• Support on planning and delivering community events, both in-person and virtual, to bring employees and the business community together
• Adapting to changing work environments and accommodating different arrangements while considering the needs and concerns of different stakeholders
• Understanding and addressing the unique needs of remote employees and stakeholders, fostering a sense of belonging and inclusion
• Addressing challenges to the manager expertise team related to remote work and the employee experience while considering the perspectives and input of stakeholders
• Support on planning and executing initiatives to enhance the employee experience, involving coordination with stakeholders and managing change effectively
• Collaborating with relevant teams, stakeholders, and leaders to align strategies, obtain buy-in, and ensure successful implementation
• Support the team on utilizing data to measure the impact of employee experience initiatives, gather feedback from stakeholders, and make data-driven decisions for continuous improvement
• Keeping up with remote work trends, best practices, and stakeholder needs to ensure the employee experience remains relevant and effective

Benefits & Perks - Global Impact, Personal Relevance:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.