Hospitality Customer Experience Manager

About the position

The Hospitality, Customer Experience Manager provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Ricoh Workplace Services. This position supervises the day-to-day operations of Managed Services staff, spending significant time in the delivery of hospitality, concierge, and Ricoh Workplace Services. The role requires a high degree of customer interface and serves as a representative of both Ricoh culture and the customers' culture.

Responsibilities

• Responsible for conference room booking, conflict resolution, travel booking, and expense reporting.
• Manage and resolve conflicts related to conference room bookings.
• Coordinate events and client meetings with cross-functional teams (AV, IT, Facilities, Concierge).
• Maintain the appearance and upkeep of all hospitality and facilities areas.
• Support clients and team with excellent communication and professional skills.
• Prepare for key client visits and liaise with Building Security staff.
• Convert monthly volumes into RICOH Monthly Management reports and create customized reporting for clients.
• Oversee the catering program for sites and ensure quality.
• Work closely with Facilities Management to ensure the functionality and maintenance of meeting spaces.
• Develop and maintain Standard Operating Procedures (SOPs) for visitor access and special requests.
• Ensure SOPs are consistently followed (e.g., mail procedures, visitor access, new hire procedures, office seating).
• Hold Client Lead Communication Meetings and communicate daily with internal and external clients.
• Maintain communication with Site Managers and assist with employee relations or performance issues.
• Manage catering and beverage orders, coordinating details with the Hospitality Manager, staff, reception, office support, and building management.
• Process and follow up on all catering orders, providing daily guidance and direction to Hospitality Specialists regarding workflow, catering issues, logistics, events, etc.
• Manage client vendor relationships, validate vendor invoices, and submit them for processing.
• Provide advanced administrative skills in typing, proofreading, and editing various documents, and coordinate projects, events, firm meetings, and other initiatives independently.
• Manage and/or assist with various internal and external events and coordinate all office-wide special events and projects with identified clients.
• Create and bring new ideas for firm team-building events.
• Assist with cleaning kitchens, stocking supplies, and tracking inventory.
• Greet visitors/guests, validate against guest lists, provide badges, and parking validation as necessary.
• Serve as company concierge for guests, clients, and staff, providing tours of facilities.
• Coordinate catering for meetings with support staff and caterers.
• Maintain and update company phone and speed dial lists.
• Schedule meeting rooms, ensuring each conference room has the necessary supplies and setup prior to meeting times.
• Assist with other departmental or non-client business activities as appropriate.
• May assist with daily management of facilities.
• Create proposals in customer systems.
• Support Executive Level client-facing staff.
• Procure and coordinate vendors for special projects.
• Invoice accounts and interact with customers, assist in maintaining acceptable profit levels, and ensure customer expectations are met.
• Represent the culture of both Ricoh and the customer as required.
• Perform other duties as assigned.

Requirements

• High School diploma or equivalent required; college is a plus.
• 1-3 years in the Hospitality and Service industry preferred.
• Proficient PC skills, utilizing standard business software applications, and Microsoft suite (Outlook, Outlook Calendar, Word, Excel, PPT).

Nice-to-haves

• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Ability to work under pressure.
• Ability to set goals by defining and prioritizing specific, realistic objectives.
• Ability to stay updated on current technology and trends in the marketplace by reading relevant journals, magazines, and newspapers.
• Expertise with MRM meeting room management software and reporting.
• Knowledge of Skype Client and Bridge Operator Console.
• Knowledge of iVisitor guest check-in software.
• Proficient in coordinating, organizing, and planning events.
• Proficient in the use of workplace productivity services (e.g., visual communication services, meeting room services, and facilities/workplace management services).